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havre

Senior Contributor

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13 Messages

Tue, Sep 18, 2018 12:00 AM

Exasperating experience with Happy Prepaid

Had made two $10 top ups, once in Feb 2018 and another time in June 2018, to extend card validity. Top ups via my postpaid account were successful and charged accordingly and the app did show the new wallet balance.

 

Since the last top up in June, i have not used the prepaid card and when i used it again last week on 11 Sep, have realised that balance reduced from $26.40 to $6.89. Had to use the card urgently, hence activated a $5 data plan. Had $1.89 in card balance after that. Wrote in about the technical issue via the feedback channel in the app, but did not receive any reply till now (it has been a week).

 

Called 98500000 via my postpaid number, only to realise it can only be called from prepaid card number. Called the line again using my prepaid card, and after waiting for 10mins or so, finally got to speak to your customer care officer to tell her about my technical issue. She informed me that my card balance is now at $0.02! Does that mean that your service hotline is not toll-free after all and I had spent $1.87 just to call your service hotline to report the technical issue on your end?

 

Also, your officer promised to call back in an hour’s time (around 1.50pm or so). Till now, I have not received the return call with an explanation or solution. Now, can I know how else to get the missing credit back? This is the 3rd time I’m trying and i’m hoping to get a satisfactory reply from your side. Thank you. 

Responses

Priya_R

Alumni (Retired)

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1.3K Messages

2 years ago

Hi havre

 

 

Let me get this sorted out for you. Do provide me with your Registered Name and prepaid number via Private Message and we'll keep in touch. 

havre

Senior Contributor

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13 Messages

2 years ago

DD7D13DB-6F81-4423-9EF9-D104E89C1E2E.jpeg

 

Hi Priya, 

 

I tried sending you a Private Message but encountered the same error multiple times though there was only your username stated there (as shown in screenshot attached.)

eric3743

Grand Guru

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4.4K Messages

2 years ago

@havre wrote:

 

I tried sending you a Private Message but encountered the same error multiple times though there was only your username stated there (as shown in screenshot attached). To expedite this, my prepaid number is. Will not leave my registered name here for privacy reasons. 


Hi Priya, 

Hi, you have to PM using the link in the post, not the one on the right panel.

Or on this link to; >> Send private message to Starhub CS  

Do note that currently, forum staff mailbox may be having some problem, so send to Starhub CS.

 

If possible do Edit your post and remove the prepaid number for security reason as this is open forum.

On your post to the right top click on the arrow next to the date/time and select Edit.

 

 

 

i am not starhub staff.

havre

Senior Contributor

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13 Messages

2 years ago

Hi Eric, 

 

Thanks for the help and advice. I had tried to private message using the link in the post but it didn’t work. But the PM went through after i removed Priya’s username and send to Starhub CS directly, so there is indeed a problem with the forum staff’s mailbox. 

 

I have also also edited my previous post and removed the prepaid number. 

havre

Senior Contributor

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13 Messages

2 years ago

Appreciate if Starhub CS can help to rectify the problem soonest possible as I have to travel tomorrow and I do not wish to credit more money inside the account wallet at the moment when the balance has been deducted for no good reason when the sim card was not even in use. 

havre

Senior Contributor

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13 Messages

2 years ago

Still have not gotten any reply or calls from Starhub since my PM. Can I at least get an idea how long it takes for Starhub to resolve this? Weeks? Or months?

eric3743

Grand Guru

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4.4K Messages

2 years ago


@havre wrote:

Still have not gotten any reply or calls from Starhub since my PM. Can I at least get an idea how long it takes for Starhub to resolve this? Weeks? Or months?


Suggest to Call 9850 0000 toll free via your prepaid phone.

Using the Prepaid SIM phone to Prepaid CSO is toll free and on 24/7 > Contact Us

 

 

 

Regards.

havre

Senior Contributor

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13 Messages

2 years ago

Have already called in previously and the CSO had promised over the call to call back in an hour’s time but didn’t. That was why I was prompted to post here in the first place. And do not think it’s toll-free as my balance dropped further after the call. It’s ridiculous. 

eric3743

Grand Guru

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4.4K Messages

2 years ago

It is toll free as i had called several times on several minutes before without any amount deducted.

 

Most likely the deduction was due to system error hence it happen to all your previous activities.

Else during that time your call will be dropped due to $0.02 is not even allow to make any call.

Not sure you still can call with $0.02 or not.

 

Alternately you can write to Starhub HQ CS Div. via email > customerservice@starhub.com

Do provide your subscriber details and your contact/email and subject matter.

The HQ CS staff may contact you directly on the subject matter.

 

Your decision.

 

 

 

Regards.

havre

Senior Contributor

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13 Messages

2 years ago

Hi Eric,

 

I appreciate your kind advice and goodwill in responding. However, the fact is that my card balance was $1.89 before the call and it dropped to $0.02 by the time the CSO checked my balance during the call. 

 

It has been more than a week since I discovered missing credit in my prepaid card which i did not even use for months. I was also on Wifi when I have put the card into the phone, hence there is no reason why the balance dropped so drastically. I have tried to feedback via the app (to no response though it was promised), to call in to 98500000 (to which CSO promised to call back but DID NOT) and now trying to get a solution by posting here.

 

I think as a customer, I have already made a lot of effort to make this work but it did not. Because other than the forum staff asking me to send a PM with my details, I have not gotten any proper response from Starhub. I also see on this forum that I am not the only customer with the same problem and how others with the same problem just eventually gave up out of frustration. Maybe the only way to make Starhub wake up is for this to go viral on Facebook. 

Jolene_L

Community Relationship Manager

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1K Messages

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37 Points

2 years ago

Hi havre, sorry for the delayed in response as we are experiencing a high volume in queries. I've responded to your pm. Thank you -Jolene 

-Jolene 

 

Some of my posts are unofficial and may contain personal opinions which may not represent the positions and opinions of StarHub.

For account related matter, please seek help from our Customer Service team via Facebook Messenger.

Have a good idea? Tell us at our Ideas Exchange!

havre

Senior Contributor

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13 Messages

2 years ago

Hi Jolene, 

 

With regards to your PM asking if any of your colleagues have followed up on my case, so far no one has followed up on it yet. A week has passed. And it’s been two weeks since I discovered the problem but it has not been resolved yet despite my many attempts to contact Starhub for a resolution. 

 

I really hope that this can be resolved soon before my card finally expires in another 20 days. I will not hesitate to escalate this matter via various platforms if there are no proper resolution by then. I think I have been patient enough so far. 

havre

Senior Contributor

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13 Messages

2 years ago

I have received no help so far. The wallet balance is still at $0.02 when there should be $21.40 after the activation of a $5 data plan on 11 Sep 2018. It has been almost a month since I had reported this issue to Starhub. I have all the screenshots to prove what had happened until now. 

 

My card is expiring in 12 days time and my patience for this matter is running really thin. If the problem does not get rectified by the coming week, rest assured that this will make its rounds on social media.

havre

Senior Contributor

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13 Messages

2 years ago

Unfortunately, this happened again to my credit balance. Previously after a long painful experience, i managed to get most of the missing credit (mind you, it was MOST, not ALL of the missing credit) back after a month or so trying various means to contact Starhub. So i let the matter slide and continued using my account,  topping up as usual to extend the credit expiry. 

 

My last top up was on 13 Feb and as a promotion, i was given 500mb of local data usage until 27 Feb 00:08. My credit balance was supposed to be $39.46. However, this morning when i logged in to check, my balance was at $27.66. Appalled that this had happened again, i checked the account using my other phone. Then it showed $34.22???

 

Why do i have credit mysteriously disappearing from my credit balance?? And why are there such discrepancies?? Firstly, I have only used the data from point of top up till the expiry of the free data. No calls no sms. And i checked consistently to make sure that i stayed within the free 500mb data usage. There is no reason for the ~$5 credit to disappear from my account. 

 

Please explain why this is happening again??? It’s frustrating to say the least and to get the missing credit back is such a long and painful process. And it has happened for so long to so many other people (as ANYONE can see from the discussion board). Why is it even happening???

Lyn L

Community Manager

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643 Messages

2 years ago

Hi havre, please PM us the subscriber name and prepaid mobile number by clicking >> HERE, we’ll arrange for assistance. 

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