1 Message


1 Point

Tue, Jan 5, 2021 5:28 PM

Complain of 1633 hotline Agent- Cyrus and Andrew

I had 2 mobile lines with StarHub that are eligible for recontract. I visit the store and realised that new sign up enjoy $200 off handset price while recontract does not. The staff at the staff “advise” us that we can actually call 1633 to request for the recontract voucher to offset the handset price. 

On 31/12/2020, I called 1633 and spoke to Cyrus regards to the handset voucher. I was inform that there are no voucher for my line as I had not paid my UNDUE  bill. Upon paying my bill, StarHub will ACTIVATE my voucher and the maximum I am entitle is $100 for each line. He also advise me that I can called back 1633 48 hours later to ACTIVATE the voucher. 

I called 1688 again after 3 days and was inform that I AM NOT ELIGIBLE FOR THE HANDSET VOUCHER. I am pissed. If I am not eligible why the previous agent, CYRUS tell me to pay my UNDUE bill and called back to ACTIVATE the voucher. After voicing my unhappiness, the agent Mila said StarHub will check and call me back. Again I waited for  2 days and no one reply. Again I called 1688 and this time round they had investigated and another agent Andrew will call me back. Again I wait and no call for another day. So I decided to call back and “fortunately” ANDREW answered. ( He’s on hotline duty but he can’t return my call) 

Andrew insist that What the Cyrus meant is to pay the bill and check for eligibility. Does the word ACTIVATE mean checking for eligibility? It is ok if I am not eligible but this is a obvious “empty promise” and scam to ask customer to pay there bill which is not due. I am very pissed by the way StarHub handle their customer. The agent are not properly train in customer service. I insist that I want a answer from Cyrus but they just refuse to put the line through. ANDREW is extremely rude in the whole conversation and insist that they are not giving the wrong information. I demand an apologies from him twice for giving the wrong information which he refused. What sort of customer services is StarHub providing for the staff? If you are wrong just apologies and closed the chapter instead he argue his way through. 

I am extremely disappointed with the way StarHub treat their existing customer. I understand that StarHub is trying to attract new customers but do think of your existing that being loyal to you throughout too. 

I hope to hear from StarHub soon. If not I guess it is more worth to switch services provider. 




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3.8K Points


Hi @Cynyong. I'm genuinely sorry to hear about this experience. Please know it's not our intention to make things difficult for you. Nonetheless, your feedback is important to us to help us improve our services. So, thanks for taking the time to send us your feedback.


To further address your concern, I'd advise that you to send a message to our Customer Support via Facebook Messenger by clicking the link below to check if you're eligible for a recontract voucher (for confirmation). Apologies for the inconvenience as I don't have access to your account details here in the Community. Thank you. 


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