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WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

Respected Commentator

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

This is still happening in 2017. After 5 days of 15GB data, I turned off the data. Then the next day I just use the prepaid mobile app to purchase a new package. While browsing the app, the balance decreased in my very own eyes from $17+, $15+, $10+ until only $7+ left. Called 1633 and gotten back the balance. Reason given was that after promotion period, the system will deduct my past usage during promo period from my balance if I do not have any data plan. What on earth such kind of system exist in 2017? How many users will be affected by this issue?

 

Few days later I purchased 3 days 1GB plan and ensured I did not use up the data or use data after expiry date. I can check the data usage real time from prepaid app. Today, my balance reduced to 5 cents without any call, data usage all all! Have to call again and CSO mentioned as a good will he will refund x amount to my balance. I am not sure I should thank him or your incompetent system. This is not right and there are plenty of such complaints in this community. Time to look into your usage tracking system. It's full of bugs and rob your customers of their balance. I hope I am the only unlucky one that encountered such issue.

Alumni (Retired)

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

Yikes! Sorry to hear about the experience you had @Bright Tim. Please PM me the subscriber's name, NRIC/FIN, E-mail address and contact number. We'll be in touch. - Sofia

Sofia
New Commentator

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

Indeed the worst experience ever! Problems started on the the day the free 15gB was over. noticed my $16+ balance depleted to $8+. Called SH only to realise my balance further depleted right before my eyes to $0.06! Got refund but problem recur almost immediately. Have been told I had made overseas call, receiving paid global sms and other calls. All these while I was busy calling and speaking to the CSOs. Utter rubbish and their systems are seriously compromised, flawed at customers’ expense. What made it worse was the unprofessional customer service. Seriously - stay away from SH prepaid.

Community Manager

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

Hi @ WTFwithSH

 

Let me know your full name, NRIC/FIN/Passport Number and Prepaid mobile number via Private Message and I'll check. 

 

- Amy
Trusted Commentator

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

I bought the $50 Happy prepaid card. It said $50 credit. Free 10 day 15GB local data. Free 30 day 5 Gb data for a list of countries.

 

I turned on the phone to activate the line and also tested the line by whatsapp (text message only). To my horror $3 was deducted from my credits and it is decreasing steadily.

I thought there is free 10 day 15 Gb local data?

Why is starhub deducting my credits?

 

Now I am worried as I will be going on my trip and the reason for me buying this card is to use it overseas. But if the credits disappear so rapidly, and the amount of data promised is not met, how can i go abroad without worrying about the amount of data i am getting. Bcos of this, I ordered the Changi recommends wifi as a back up. 

 

I tweeted starhub only to get a message hours later which I replied promptly but no response.

Trusted Commentator

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

Hi @Bright Tim, I am experiencing the similar problem. I regret not reading your post before I bought the $50 Happy SIM card. Now I feel so insecure that I won't have data when I go abroad.

Community Manager

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

Hi reikocarp, no worries, let us check for you. Please send me a private massage with your name, NRIC/FIN, prepaid number so that I can assist you further. Thank you

Respected Commentator

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

Did you buy the data plan bro?

If not confirm wipe off very first. But $3 for whatsapp message seems too
much. StarHub is screwed up with their prepaid data tracking in many ways.
If you don't track, you might not be knowing you have been overcharged.
There are many users complaining all over the place of such incidents in
this community. I am surprised this problem still persist in 2018. It shows
StarHub has not improved over the years with the quality of service and
reliability. Community managers please escalate this to the management
rather than trying to resolve it case by case.
Trusted Commentator

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

@Bright Tim
I bought the $50 happy prepaid card. By right there is supposed to be $50 worth of credits . Free 10 day 15GB local data (Singapore) and Free 30 day 5 GB for use in a list of countries. When I checked the app, it said I don't have any data and it asked me to activate on of the plans which will be deducted from my credits!
Respected Commentator

Re: WORST EXPERIENCE WITH THIS STARHUB PREPAID SERVICE

You should give a call to prepaid hotline or PM to the community manager
whichever is faster for you. In my case, I called hotline and got back my
balance. I came here and post to let other users know there are such cases.