I personally don’t like to write complaints on Facebook as I think it’s unfair to the person being complaint. I have been a StarHub customer when it first started maybe about 18y ago. My home, company mobile, cable services are all provided by StarHub. Few days ago, I had a sudden surge in my data usage and I called in to StarHub to make an enquiry. This customer service agent, Mr Yong handled my call.
After explaining the situation to him, he said that it was my Apple App updating that has resulted in the sudden surge. He asked me to check if my phone settings allowed Apple app to update over mobile data. I checked and my app update over mobile was off. But he insisted that his computer was right and I could not dispute over this. I asked to escalate my problem to a senior in his team since he is unable to provide me with a reasonable answer. He said that he is the most ‘senior’ and there was no one I can escalate this matter to???!!!
He said I had to either pay for the excess data usage or buy a data bundle because it is my fault for not ensuring my phone settings are not set properly and there was nothing to dispute about. His computer system indicates that and fullstop.
It’s the tone and attitude of this person who really made me very unhappy. He was very arrogant and rude. He was also very impatient in his replies. He is probably better as a ‘senior’ in debt collecting or ah Beng shop.
I really don’t know how StarHub can train an agent to be so senior and let him be the face of StarHub in your call centre. I wonder how your junior staff are like then. If he is indeed so senior, then I can’t imagine how the ceo would be. This is really the worst experience I ever had with StarHub and really if there is a grading below zero, that’s the grading I would give him. Maybe that’s why he didn’t asked me for a feedback grading after the call… which