Giga, the sub-brand of Telco StarHub, has apologized for a sequence of service interruptions and billing errors which have affected some clients, a number of of whom look like new to the model’s no-contract cellular plans.
Greater than 70 customers took to the model’s Fb web page final week to complain about having difficulties with their mobile and Web service, with many declaring that the corporate had repeatedly overcharged them.
In response to inquiries from The Straits Instances, Giga mentioned on Tuesday that it had rectified the “momentary drawback”, which arose from earlier scheduled upkeep that had inadvertently affected “a small quantity” of shoppers.
The corporate mentioned affected clients had encountered “temporary service difficulties” or undesirable expenses on their payments.
Ms Aletheia YP, CEO of Giga, mentioned the corporate “instantly started service restoration work for affected clients, along with offering common updates.”
“We affirm that the issue has been totally corrected and that every one undesirable expenses will probably be totally refunded inside one week,” he mentioned.
Nevertheless, affected clients that ST spoke to mentioned the corporate’s response has been gradual.
A number of of the affected clients who wrote on Giga’s Fb web page mentioned they’d a tough time utilizing their new telephone plans final week.
Terence Ong, a 27-year-old pupil, mentioned he tried a number of instances to get a response from the corporate by means of his chatbot and on Fb when he was unable to get any mobile or web service after receiving his Giga SIM card on January 6.
Nevertheless, the corporate’s response was intermittent, as soon as responding solely after six hours and different instances with out responding in any respect.
Giga was capable of resolve the issue solely Monday evening, mentioned Ong, who had no cell service for 5 days.
He additionally mentioned the corporate tried to cost him $ 468 inside three days, despite the fact that the plan he signed up for was alleged to value solely $ 9 within the first month.
Equally, the corporate billed Giga person Augustine Jiang, 32, a number of instances final week. The official switched to a distinct Giga plan final week, however discovered he was billed $ 256.32 in whole for 3 days, regardless of signing up for a plan that ought to have value $ 10 a month.
The corporate continued to extend the costs even after he emailed her concerning the error.
Mentioned Mr. Jiang: “It took them three days earlier than they’d an official message on their Fb web page acknowledging the issue.
“He was a bit frightened within the center, as a result of his chatbot was very gradual and inactive.”
Giga mentioned it’s reaching out to affected clients to supply “a honest apology” and a subscription to the free one-month plan.