StarHub

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• 

  Ezra Khor

  Level 2

  Posted 12d ago

  Literally the worst customer service department I have ever had the misfortune of interacting with. I would advise everyone to avoid Starhub at all costs. My father was a loyal customer of Starhub for the last 20 years, with everything from our home and mobile phone lines, internet and TV under them. 2 years ago, he was diagnosed with terminal cancer and left bedbound in hospital, becoming increasingly confused as the cancer in his brain grew larger. I needed to recontract my phone line to get a new phone, and the Starhub customer service department was extremely unhelpful, without even the slightest bit of empathy for our plight, and no apparent understanding of worsening delirium due to cancer in the brain. They were unclear regarding which documents were required, and we required 3 separate visits to their physical outlet in order to complete the proceedings. They eventually required us to provide a signed letter approving allowing us to act on his behalf, which took a significant amount of his already limited time, energy and remaining mental capacity. This caused my family, already grieving, large amounts of distress. Even after this, there continued to be billing errors which we had to email in to rectify, all the while grieving my father's passing. This incident was greatly distressing, and I changed telcos 2 years after this bad experience with Starhub. Now, I find that there have been hidden charges for a "Free Weekend Pass" which I did not sign up for, have never required, and which they refuse to waive. Finally, they will not be pro-rating the charges for the final month of which I have only used their services for a few days. Their customer service has been expedient, but again unhelpful and unempathetic. I would strongly advise everyone to avoid using Starhub, in order to spare yourself the distress and grief that my family and I have had to face.

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  pepe

  Level 3

  Posted 12d ago

  [Customer Service] Tend to overpromise to make you happy so their work is reduced. Better to email for written proof instead of calling, even though it can be really slow and their email replies are sometimes just a waste of time. [Billing] There is a disconnection charge when u leave starhub for better service. They expect you to pay bills first, then refund the difference months later. [Network] Cheaper options are better.

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  popo

  Level 3

  Posted 25 Aug 2021

  [Customer Service] Irresponsible, full of bullshit, get written proof, [Hidden Charges] Sudden paper bill charges, doesn't refund prorated bill costs even if services were terminated at beginning of monthly date of service. [Connectivity and Speed] Sometimes not fast. Juz buy elsewhere.

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• 

  Yi

  Level 4

  Posted 24 Aug 2021

  Purchased

  StarHub $25 SIM Only plan

  [Customer Service] So far what I have encountered. They did help out in the enquiry I requested. [Mobile App] Keep improving and new interface. [Network] Overall still okay. Acceptable network. [Billing] Hoping to have a higher data qty. As there are other telco having cheaper plans with more data.

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• KY

  Katrina Yu

  Level 2

  22 Jun 2021

  Purchased

  StarHub $25 SIM Only plan

  [Customer Service] Very bad for Customer Service and very bad for the system! I have to use their free gift - 3 months Amazon Prime membership Subscription service, and after one month, I want to cancel the membership before the end of the date, coz I cared it will be auto-charged after the 3 months, and it is under the Starhub, so I’m unable to directly cancel the Membership through the Amazon website. I have tried to contact the Starhub customer service, they request me to cancel it via the My Starhub app, but my app show it's wrong, it hasn't shown any icon for unsubscripted, so I have to contact them again, they request me to uninstall and reinstall it which I have followed them to do, but it's not working, (important tip: if you need the agent help you to cancel it, you need to pay them $10.70) Then I have to show them some screenshot( include Amazon membership status and the email) to let them help to check, after a few mins, they reply me that the Amazon membership is not under my phone line, and it's already canceled from 12 June 2021(it's so wired, coz my Amazon membership still Active and under the Starhub), in addition, I go to contact with Amazon agent to double-check my membership status, they have helped me to confirm that my membership is still active and under the Starhub until now. After that, I go back to contact Starhub, and screenshot all information that includes my Starhub e-Statement (which has indicated my phone line active the amazon membership(start on May 2021, and end on August 2021), it's very funny things happen now, the Starhub staff reply me that Amazon membership is not under my phone line, and ask me that my family member who has registered to Amazon Prime using my email address?! OMG! They are really good to pass the buck! In the end, they do still not solve my problems.

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