For some context, my dad renewed our Wifi contract a few months ago, with a fixed $59.90 bill monthly. The deal came with a free 6 months Singtel TV trial (which we can cancel anytime) and 2 Wifi mesh. Sounds pretty great.
Until a $68.99 bill showed up this month. Not a big jump, just a few dollars, but that few dollars could easily snowball to a few hundred after a 2 year contract. We were charged for some channel or package under Singtel TV. I contacted customer service for clarification and they told me the Singtel TV was not free, which was not what was told to my dad. I tried to cancel it but there was a $32 cancellation fee, which also does not match whatever the salesperson told my dad. So I explained the situation and was told I would get an update in about 2-3 days. I was promised the cancellation would be free if my dad was indeed unaware of the charge for Singtel TV.
5 days later my dad got a call from Singtel and was told (threatened) that they have a voice recording of my dad. My dad met with the Singtel staff in a physical store and was not asked for permission to be recorded, especially since the conversation must have included personal details such as IC number, phone number etc.
I had to contact customer service again to ask for an explanation. I also mentioned if they do have the recording of my dad getting notified of the Singtel TV charge and agreeing to it, then send it my way and I would rest my case. Agent said they would get back to me, but didn’t do so after an hour. I had to prompt them for a response. I was then told I had to pay $60 to get the voice recording.
At this point I’m baffled by Singtel. There are so many confusing points. Why did the salesperson give the wrong information? Why do I have to pay for their mistake? Why was my dad recorded without permission? Why do I have to pay to access our own personal data?
What is the best way to deal with this situation? Contacting customer service is a complete waste of time.