Hi all, I will like to share my experience with StarHub.
On 3rd of Feb i called starhub customer service to terminate all the free welcome plan numbers they give me as every year i will do a recontract for a few numbers which my parents and me is using.
The amount of free numbers given to me is crazy it appears in my starhub app is as high as 9 numbers that much inclusive the main numbers we are using.
To my surprise when i tried to cancel 1 of the following number the CSO claims that it was been re-contract on Nov 2022 for a iPhone i was speechless as i know which number i had did a contract for.
After my own investigation by checking all the emails i recontracted online, the number that the CSO mentioned was actually a number i had terminated in 3rd May 2021.
I trace back all my bills and i found out that i been paying this number that i did not even recontract for and it sudden resurface from my account.
After sending all the information i have and starhub did their internal investigation and realized there was a system error and it claims that because I’m the previous owner the system had a glitch and it link back to my account.
During this whole incident, starhub did not even called to apologize or do any service recovery all they did is claiming that a waiver of the penalty for early termination will be wavied and the 2 months of payment of that number will be waived, which till date is not been settled.
This is not even wavier it should be a refund. Currently the total bill is $6k+ (March) and $5k+ was from Feb. I will not pay the bill now as the waiting wavier is around $3k+, if i pay the bill of that $5k, StarHub will just treat it as overpayment and will slowly deduct till it depleted why will anyone do that.
StarHub your service is getting from bad to worst.
In this whole incident, your CSO don’t even know your system well and can even ask me did i do a recontract and best part the tone given to me is like im lying, When this number had been terminated in 2021, any starhub customer that do a recontract will know that if we do not have an active number we cannot even recontract.
Today i received a call from your team and the funny part was they called and hang up on me 3 times, next moment a SMS came in and mentioned that a called back had been made but I’m not in reach.
You guys are too much. I was thinking to hold back not to complain but after seeing the recent case of 1 incident on accounts got hacked in google play and nothing is been done. I think is enough i should not keep it quiet.
