ZoneAlarm Extreme Security
Singtel forcing customers to subscribe to unnecessary add-ons.
I am sick and tired of Singtel continuing to take advantage of people by making them sign up for add-on services with every recontract/change of plan. Every time i recontract, i'm forced to sign up for certain unnecessary services such as Apple Music, Spotify, Singtel Newsstand-Storytel, Singtel Newsstand-Magzter, Singtel Newsstand-ST, Viu Premium OTT, ZoneAlarm, Amazon Prime etc. While it's free/provided at a promotional price for the first month or so, I can imagine how some people who have forgotten or are unaware that they are subscribed for such add-ons eventually forget to unsubscribe and are subsequently charged for them. It has happened to me in the past and it's why I make it a point to unsubscribe from these add-ons even before I leave the Singtel store.
What really annoyed this time was learning that i was unable to unsubscribe from their ZoneAlarm Mobile Security add on from day one of the new contract (which was 22 July 2020). I was told that i had to wait 3 months (ie. until after 22 Oct 2020) before being able to unsubscribe, less i get charged for it. While i found it ridiculous, I accepted it and added it to my calendar. However, come 18 Oct 2020, my bill reflected that I have been charged for this service. This was confusing as it was supposed to be a free service until 22 Oct 2020. Further, as mentioned above, i was unable to unsubscribe from this service until after that date (which I eventually did on 23 Oct).
After a week of waiting with no response to my query, i finally got into contact with a Singtel representative on Whatsapp. After a lengthy discussion (due to the representative's poor english and failure to understand my frustration), i was informed that this amount charged to me would be refunded in my next bill.
While I am glad this ordeal is over, this should not be part of the customer experience. If i had not checked my bill and blindly paid for it, i would not have known that i was being charged for a service that (1) was supposed to be free for the period and (2) i was unable to unsubscribe from.
I also expect that Singtel will "forget" to refund me come my next bill and that i would have to contact them again. This has happened in the past. It's very clear how little faith I have in Singtel or their customer service.
Frankly their "shady" practices disgust me and i'll probably switch over to Starhub come the end of this contract.
Edit: Didn't think it was even necessary to clarify this but by "force", I was clearly referring to subscribing to the add ons. No shit i'm not being forced to recontract with them with my family at gunpoint. The fact is, having decided (out of my own god-given free will) to recontract with singtel, they have made it necessary to subscribe to these add-ons and that is what frustrates me.
submitted by MoistureOyster