Charge for Global sms message I didn't send and poor customer service.
I have to start saying that I am so disappointed with starhub service.
I requested a few times for asking to give me the mobile numbers which is charged for global sms message on last month bill through email and call center. However, I couldn’t remember I had sent out those global sms.
I called 2 times and emailed 3times. But I could get any reply from starhub so that I visited customer center in Dobhy Ghaut yesterday.
Finally, I could get the numbers for the global sms charged but I don’t remember. It was UK number and I didn’t know that number at all.
So I told her I have never sent those messages by myself but she said somebody could use my phone something like that.
Do you think It makes sense? I live alone and My phone is always locked up with Passcode.
There is no chance other people use my phone to sent a global msg. but the staff said it seems to be sent out druing 29th May , 30th May.
So I have checked my contacts in my iphone and my scheduler and my picture and my whatsapp and other messenger as well to remember what I did that day.
And I could remember what I did. I am 100% sure that my phone was always with me during that days. So I told her, I have never sent that msg and there is no chance other people use my phone without my notice again.
But she kept saying someone could use my phone or I forgot to sent out those msg even though I had sent by myself. I feel like she was making me a liar. Even she suggested me to send a msg to that number to check weather I know someone of that number or not. It charged only $7 something but it is not the matter about the money. I am pretty sure it is some error on your system. I usually sent 1 or 2 global msg by accident to Korea by using imessage. But those are only to Korea. I have nobody who lives in UK. How didn’t I know if I had sent global message almost 50 times to the same number even I didn’t know.
Anyway I requested her to pay back my charge for global msg and give me the number charged for global sms. She said she will after cheking with her manager and let me know. She had been out of the desk more than 20 min and back. I had to wait 20min doing nothing. And eventually she said she couldn’t do anything for me and she would ask bill department to investigate for my global sms issue and they will call back to me.
So actually, I had to come back with nothing. it was so waste of time. I have to wait starhub's answer again. Even she couldn’t tell me how long it would take to answer.
Why should I pay first for the global sms I didn’t even send? It is not my fault at all.
It is so serious issue to charge for the global sms even I didn’t send by your system’s error. starhub has to take it seriously. Actually it happened to my bill, and How can I trust your system?
And furthermore, every time I visit starhub customer center, I always feel bad. Not every staff but most of staffs were unfriendliness and defensive and offensive when I complained something or requested something. And I felt like they tried to find my mistake to justify their mistakes or errors. (especially, for yesterday staff who served me.) I am really frustrated for waiting answer and action and service for my issue. And I am very doubt if I can answer from starhub for my issue soon.
I hope starhub service will change to be better. Otherwise I have no choice but to change mobile company.