Undergrad Heidi Tan has reported good news from Singtel. The telco has agreed to waive the re-contract fee which it wanted to impose after she had to get a new phone to replace the one that was pickpocketed (see earlier post, Pickpocket takes Heidi's mobile; telco penalises her.)
Heidi was obviously upset when the telco told her about the penalty. She wrote to me about a week ago and her story was posted in my blog. I also informed Singtel about it.
Things moved pretty fast after that. The telco contacted me to ask for Heidi's contact as she had used her Chinese name in her contract.
The two parties eventually got together to resolve her problem. Last night, a delighted Heidi emailed me to say:
"Finally, we have resolved all the issues today. She (the telco's customer service officr) said that she has updated the system to waive my re-contract fee, as a gesture of goodwill. This was delivered as promised upon receiving my police report. I have it in email, so I guess that means it is in black and white.
"Hooray, I am so happy!"
Heidi made a police report after she was pickpocketed at Raffles City . But when she went to Singtel to get a replacement phone, she was told that she would only be eligible for the 21 months' upgrade from 6 June 2012. And under the 12 months' upgrade programme, the top-up charge of $300 is payable.
Singtel had told her: "In view of the price of the handsets sold to customers upon upgrade, we seek your kind understanding that we are not able to waive the top-up charge.
"Our record indicates that the line has an outstanding two years' contract which will expire on 8 Sept 2012. If the line is ceased, the gradated penalty of the set is payable."
Well, I am glad that the telco finally acceded to her request for the fee waiver. Bouquet for Singtel for being flexible and Heidi for not giving up.