Customer Service Scoreboard
We switched over from Starhub - we are very sad that we did. Based on the frustrating experience with Singtel we might actually be OK with just filing a formal complaint to CASE and escalating the matter and if we don't receive satisfactory resolution of our issue (too long to get into specifics) we may just dispute to SCT and switch back out to Starhub anyway. 14 years of Starhub and we never had even ONE issue. Service and uptime was 100% reliable from Starhub.
Worst experience ever. Westgate store, 20 Sep 2023 11am. After getting a queue no & waiting 10 mins, Malay customer svc staff practically told me he doesn't support prepaid, only postpaid customers, & dismiss me by asking me to call a numb. Why do I go to the store if not to get face to face support?? He was rude, ignorant, & complete waste of time. + spoiling my entire day. I shd hv got his name to file a official complaint.
I recently had the "pleasure" of acquiring Singtel's new mesh extender, only to realize that they had bestowed upon us the wonderful gift of self-installation. How considerate of them! The installation instructions they graced us with were a masterpiece of obfuscation and confusion, leaving us to decipher their cryptic riddles. But fear not, we were up for the challenge, or so we thought.
Lo and behold, as we ventured forth to change the holy grail of passwords for our mesh extender, we found ourselves lost in a labyrinth of futile clicks and wild goose chases. Following their "foolproof" step-by-step guide led us to nothing but frustration and despair. It's almost as if they had a competition for crafting the most perplexing user interface, and oh, they surely won!
After wasting countless precious minutes of our lives, we begrudgingly decided to seek solace from their renowned customer service. Surely, they would be the beacon of knowledge and assistance, right? Wrong! Our delightful wait on hold for over an hour gave us plenty of time to reflect on our life choices.
Kudos to Singtel for their unparalleled talent in providing an experience that could rival a twisted labyrinth from a Greek myth. I'm utterly amazed at their ability to turn a simple task into a Herculean odyssey of despair. Bravo, Singtel, bravo!
I am not one to post horrible reviews if it is completely unnecessary, but Singtel is the worst of the lot and they have pushed me to the edge. Even if you escalate your issue from their executives to their managers, they still can't solve your issue. The worst part is that they are all so aware of how useless their support system is to the point that they dare not give their real names to you when you speak to them - I've been given names such as Venus? and May? (May was clearly a singaporean malay and yet she conveniently gave me the most convenient of Western names) Here's a fair warning to those who intend to sign up with Singtel (mobile OR Home services such as TV and Internet) - if there are any issues with your bill, they will terminate your contract PERMANENTLY and it will take approximately two weeks to schedule a reactivation. They are basically a bully in this industry.
If you're wondering what my issue was - I accidentally made full payment for my home bundle service to my mobile plan account. Because of this mistake, Singtel assumed I made zero payment for my home services and terminated my account permanently. I had asked them to transfer the monies over to my Home Bundle service account and that was when all the problems set in. In essence, this organisation works in silo and will take weeks to resolve any issue that they encounter.
Had issues with wifi and phone on a business line! Was surprised and dumb when the customer service guy said they will check out in a few days time !! What service is this ? So a business has to deal with no phone and wifi for the past three days ! They also don't pass the phone to higher authorities too! What the heck!
The afterservice they provided is piss poor. When you chat with them just to change an appointment, you have to wait damn long for them for them to reply like 15 minutes. If you just reply late like 4 minutes after, they switched to other people and you really did 15 minutes again. Ridiculous service.
Billing enquiry number can't reach a human, end up a sms direction to a customer support number, which has the same problem and end up with a sms direction to either a whatsapp chat or a web form. We call because we want to talk whats the point to routing calls to a form or chat which if we wanted we could have already gone to those options in the first place? Calls are best for the not clearly defined issues and we don't want to type an essay.
Singtel made a mistake for user whom went overseas countries like Hong Kong around end of May. Despite having subscribed to their roaming plans already, they charged me a hefty $500 for 1 day roaming in HK. I called in to clarify and the operator admitted there was a technical glitch in their system. They have charged the whole amount including this $500 to my bill and GIRO payment. When i ask them to reverse the $500 charge, they keep saying I will see it in my next bill. It is ridiculous for Singtel to expect their user to pay for THEIR mistake and carry forward to the next billing cycle! Have you considered if people have the extra budget to pay for your mistake? This time is $500. What if next mistake is $5000? The operator keep telling me they realised is their mistake that is why they are refunding to me the $500. But i still got to pay it first, right?
I am very disgusted by how Singtel has treated me as a customer.
Singtel should have informed me early at least 1 month before terminating my home line service and MIO TV service. And the notification should not be just by mailed letter, it should also be by email and SMS, since I have been receiving my bill notification by SMS and email every month.
Also, I am very disgusted by how the lady who handled my 1688 call. The way she spoke to me, she is very offending for service line, especially so when she is from middle management, handling customer escalation. She not only offended me, and she is ok for Singtel to lose me as a Singtel customer.
The lady if I heard her correctly, goes by the name of Lisa. She is very argumentative. I had repeatedly mentioned I still want to continue with Singtel services, and despite me explaining the reason why my bill was not paid and admitting my mistake for assuming my bill has been blindly paid very month without me looking at the bill details, she insinuated that I had to take the full blame of it, and it served me right to have my Singtel account terminated. I will have to pay the full cost to have my service reinstated. I feedback that Singtel should inform me of the termination before terminating my service, but she argued that Singtel has sent me mailed letter to inform me of the termination which I did not received. I suggested that Singtel should not only just send mailed letter but should also sent SMS and email to inform of the termination, which she again argued that Singtel did send SMS and email, but to me what was send by SMS and email is a only the monthly notice to inform me of my bill balance and nothing was mentioned of the termination, to which she again argued it was my fault not to study the bill detail to realize that something was not right in the bill balance if I had already paid the bill. She impressed on me that Singtel is so much bigger than the customer and that it is ok for Singtel not to have me as a customer.
Singtel has the worse customer service and hotline.
Singtel also accuses my dad as a liar and said my dad went on internet and subscribe it himself.
An elderly man with no knowledge of how to use technology can go online to subscribe? He went into the Singtel shop at nex, to recontract his plan, and asked to lower the rates but the sales person said this is free, and you can cancel it anytime.
On the 3rd month, Singtel started to charge additional $50 to the bill and said my dad self-subscribe through the internet.
And when we asked to cancel, they told us that we need to pay additional sum. The sales person never mention that we have to pay cancellation fee, didn't mention that it's an additional cost after certain months, he just tell us it is free and if we don't like it, we can cancel.
I visit one off singtel outlet to renew my contract.1 staff check my IC Dan edibility to renew,he said "can,no problem.what handphone you want,and what you want?".so we answer it with happily.after that he said:my colleagues will attend to u shortly.almost half an hour,come other staff,check my IC again.he said:oh you can't renew first. That make disappointed is why first staff say ok,can renew n ask me to wait after checking my IC,waste my time.
Bad customer service. Try calling 1688 and now there is no option to talk to a live agent. Instead they as you to chat with them using WhatsApp. Live agent is badly trained and instead of resolving your issue quickly during live chat, they takes long time answering your question. If they could not resolve your issue they kept silent and did not bother to reply.
Singtel hotline is very user unfriendly, especially when you want to speak to a customer care officer. The options available often don't make sense. The person calling is not necessary calling for his or her own account. Also SingTel like other Singapore institutions assume the calling is residing in Singapore. This is the 21st century with hundred of thousands of Singapore citizens permanently residing overseas. In my current problem, I have to fly back to Singapore just to terminate and return SingTel equipment.
STAY AWAY FROM SINGTEL
[Billing]
Absolute worst billing practices. Fraud company. I would love to put an auto pay on this billing but they have made it absolutely sure that one CANNOT rely on their billing. EVERY SINGLE MONTH some or the other extra charge shows up leaving to go to seriously messed up customer care. One can absolutely NEVER rely on their billing.
[Customer Service]
First, the customer service is absolute worst you can ever find! And, I am saying that after living on multiple continents, in multiple countries. They can hardly understand basic English - if you are talking about North, they will talk about pancakes - that's how bad they are! Thankfully, I have moved from SG to looking forward to getting rid of them soon. Just to give a taste of how bad they are:
1. Broadband - I had to terminate early - I called the customer service, they said to not bother at all since I am moving out of the country and take my equipment to ANY Singtel store and I won't be charged if I provide proof of leaving the country. WRONG INFO! Several efforts later when I did return the equipment, I specified to the agent that I am leaving the country - she assured that I will not be charged since I provided the flight tickets and other proof. BUT, I was charged and then on multiple follow up calls, they outright denied that any of their amazing reps said anything about not charging or about any proof at all!!! LIARS!
2. Mobile lines - I asked for 2 of my family members' lines to be disconnected 3 days later - the wise guy disconnected then and there even after specifying multiple times that the date to disconnect was 3 days later! This stupidity left my young daughter stranded without any communication and without the ability to even book a taxi! Several hours of banging my head against the worst reps ever, they finally reinstated but then charged me for terminating the contract and then charged for re-contracting! Back to the evil customer care when they offered me a $30 rebate that never showed up even 2 months later!
3. Roaming - My roaming calls and SMS in Malaysia didn't work in Oct'22. Before traveling again in November for my move, I called them 3 times to ensure whatever problem was there will be sorted as I recalled one of many types of roams they had was discontinued for me so whatever setting needs to be changed can be changed. Getting this simple request through their thick heads was an immpossibility of highest degree. But all the 3 reps happily confirmed that everything is in order. BUT, no surprise, it wasn't working again leaving me stranded in a new country unable to use my money since I couldn't get any OTPs or even logon to Singtel because they need OTP verification as well!!!! When I called again internationally spending $$$$$, the rep told me there a roaming setting that was discontinued for me mid-2022!!!! WTH!!!!
My woes don't stop here and these sure are not the only ones. Keep you sanity, stay away from Singtel. They make it extremely difficult for you to move companies so stay away from them from the very beginning.
Had a Technical issues and got a wonderful staff named Travis to help me resolved my issues. I'm really not the type to give good feedback or complaints, but here i am writing for Travis because the assistance and care given was excellent. Travis did not give up on me and stayed throughout the call guiding me to get to the end of it. Would not have done it without the help of Travis :)
Hi morn, my name is Jaya and today I called 1688 for technical support for my home internet. I was serviced by Yugan on 4/7/23 at around 10 am. He was very kind and helpful. Throughout the call he was very patient. We need more staff like him to serve the customers. Thank you Yugan for solving my queries and making my day a pleasant one. ?
Hi Rosario, thank you so much for taking the time to handle my queries regarding my 2 accounts with singtel with this same mobile number. You have been most helpful and willing to listen to me and digged deeper into the matter and found out that indeed there's some issue with my account and followed up with me today as promised by you with a phone call to explain the confusion. I thank you for your professional, and indeed, singtel is blessed to have you! Have a great week ahead?
my deepest appreciation to service officer mr choo yong singtel causeway point for rendering excellent service during our visit on 22.5.2023. he was very well informed of his work which he delivered excellently and with much trade expertise. he was genuinely kind in his engagement and delivered his service exceedingly. thk u sir
High recommendation to Singtel sales staff Ms Lee Kar Mun and Mr Gary a Samsung staff.. true satisfactory felt as i purchased Samsung S23+ recontract terms on 10th April 2023 @Northpoint City Yishun outlet.. Ms Lee was polite with her high greetings and best knowledgeable on her work all my enquiries abt S23+ been answered without doubt.. sweet nice lady and Mr Gary a Samsung staff was there and assist me transferring all data from old hp to my new S23+ on the spot.. something new and its a wonder wonderful..My support and thumbs up Singtel having staffs such as Ms Lee Kar Mun and Mr Gary(friendly).. Great and awesome entirely makes me a comfortable and pleased customer.. Good Job Singtel
Ivan, Duty Manager at Ang Mo Kio Hub on 17 jun (afternoon)is very helpful and efficient.I tried to renew my Singtel TV 21857006 set up box rental (24 mobths Foc) via phone 1688 but the officer then was unable to send OTP to my mobile to execute the renewal. I was referred to nex and then ang mo kio singtel shop to do it. Ivan empathise with my situation and offered to help me fill up a form and email/fax to ST Com centre to apply for the renewal and save me the hassle of making another trip to orchard, the nearest and right place to do it.Grateful to him for his help.
I would like to say a big thank you to Ms Val Chiok for attending to me on 11/03/22 afternoon. She has help with my recontract, upgrading to XO plus 68 plan. (Order number 262582742) Her excellent coutomer service work attitude has impressed me. She is friendly, very patient and helpful. Keep up the good vibes Ms Val Chiok. Good job Singtel, thank you.
Dear Officer.
I am writing to thank Mr Clement Goh from Singtel (Waterway point) for the quality of service he provided on 11th Feb 2022. I sincerely appreciate his efficient, gracious customer service and the level of detail and proactive action he demonstrated. I am moving out of my current home. I am doing all authorised transactions on behalf of my husband.
Mr Clement Goh did not just let me go for the termination of my premature home mio contract which has penalty, instead he advised a more reasonable offer. He made an effort to explain the breakdown.
I would like to commend Mr Clement Goh for his professionalism and superlative skill.
I had an issue With my wifi and home line. And the officer who attended to me called AMANI really did an excellent job. Not only did she assure me that everything will be back to normal within 24hours she also called to check if everything is reactivated back. I'm glad and beyond contented I had sucha excellent service by singtel just being served by AMANI. Good job lady, kuddos! ?
I would like to post my very satisfied support from Razidah Binte Ibrahim /Singtel 1688 customer service she go the extra mile to help me link up varies department and assisted to see to it completion and call me back for a full update. Her commendable Attitude should be shared to other in singtel. 2 yrs of issue merry go round in varies department and resolve by her sincere follow up and see to it completion. Thanks for much to this great support to me .
Rcvd call from yr customer service staff by the name of Johnny. I m suppose to rate him but being low tech I dunno what I did & lost the call. Just wanted to commend him on his polite professional & personal manner. His calming caring tone helps in paving a smooth delivery towards resolving my billing enquiries in a very pleasant way. He is one of the best customer service personnel I hv come across in my dealings with not just Singtel but other service providers as well. Please convey my thanks to this wonderful young man. Great job!!!
Good morning, hi I like to compliment customer care staff by name Ms Menaka for her a good job,on 3/7/21, Saturday at 0500 hours early morning on our Cable vision TV connection. She done very fast on the faulty of our connection. Well done Menaka for your job. Keep it up for your good work. Thanks alot.
Served by causeway point's outlet, by this man.
Have been using singtel for 5 years now and was going to re-contract but I was considering changing telco because of my work requirements.
As a adult that requires lots of data for work, I didn't know what plan to choose and how expensive is a big plan going to cost.
This young man put my interest first before finding a new plan for me. He gave me an extra 5 GB for the XO plan. Service was delivered as promised. Thank you Singtel
This morning your staff , Sean Goh came to my house to fix the home line for me. I was working but my 86 years mother was at home. According to my mum , he is so patient with her. After doing what he needs to do, he went beyond call of duties to fix the mio tv for me . He is so friendly and so patient to teach my mother how to use.
Please send my regards and complement to him. He is a role model for your other staff to emulate
I want to really thank your customer service, Ms Latha, for her efficiency and commitment to customer. When we re-contract our line in August, we are supposed to be under the CIS scheme, but was not enrolled into that scheme. So for 3 months have been calling them for this issue and another issue but only managed to solve 1. This time round, Latha have been following up and updating me and always true to her words when she said by which day she will get back to me and she really did. I am very thankful that I had spoken to her. I hope Singtel will have more CS staff like Latha. Excellent customer service, Latha. Once again thank you.
I would like to commend on the service rendered by My Jacky Choo from the ADSL technical support group.As i was having some issues pertaining to my account, he was able to expedite in deverting my call to the relevant department and solve my queries at the shortest period so that my work will not be jeopardised.Hopefully i will be able to continue having such wonderful customer service when i call Singtel again.Many thanks to Jacky!!
Hi , Honestly i think singtel customer service are not sucks, Customer are the one sucks,
Customer not always right. Many customer servce try to help customer regards on the issues, some problem cannot be solve. We cannot expect, when we call hotline 1688 , everything is solved. HELLLO, yes investigation going, check and check , request waiver. Sometimes, customer cannot put the blame on customer services. They are doing their job, All customer also an employee, what do you think , when customer servce receive a called from CUSTOMER singtel who is on the line , screaming , yelling , insulting, do you think is the customer servce problem? If customer are unhappy with singtel, dont blame customer service. ITS not fair AT ALL. Each one in the world are human . they have feeling, animals also have feelings. Please treat customer service officer nicely. Maybe some of them are rude , but customer servces hve their own procedure. If u unhappy with singtel. mke a complaint to www.singtel.com/contactus instead of insulting INNOCENT people like customer service. Customer need to remember one thing, one goes around comes around. Dont screaming, yelling to people that are trying to help you . this complaint is for CUSTOMER , to behave themself. i also a customer, i understand how frustated we are when we pay for the services but we do not get ALL of IT, you must know one thing. there's no perfection in this world. Everything have good and flaws. Its useless when you have money to pay for the services but you do not have knowledge. :)
We are proud to recognize the companies providing the best customer service each year within their industry.
Get immediate support for your SingTel questions from HelpOwl.com.
View thousands of SingTel user reviews and customer ratings available at ReviewOwl.com.
