Starhub recontract cancellation.

[Toiletazwc]

Good afternoon guys, I've encountered a bit of a issue and would like some of your guys advices.

I have recently recontract my starhub handphone contract online. However, during the day of collection, the outlet told me its oos and advice me to cancel my recontract as they cannot give a answer as to when the ip13pm 1tb will be in stock. Happen on 2rd of Nov.

Fast forward till today, I have yet to received any email for the refund form mention to proceed with my refund of $1.5k. I did call them in between like every 5days yet they keep asking me to wait for another 2 days for the email since November 2rd.

Tried to ask if I can head down any main outlet to solve this issue. They say that it's useless to go down and just wait for their backend team to contact me. However, when ask about their backend team number so I can call directly. They said that their backend team do not have a hotline to call.

Any 1 encounter such issue before? Right now I'm stuck with the plan and won't be able to recontract until this issue is solve.

 

[lohsenglte]

Threaten to report to IMDA, CASE and police if no resolution is done within next 2 Business days.

You might even be able to ask for compensation due to the inconveniences caused, after the issue has been resolved.

I had some porting issue, where the number has been ported to StarHub, but the number wasn't updated in StarHub's record for days. Somehow the ported in number was contactable, and the temporary number became uncontactable.

Called in repeatedly, they keep saying give us time to fix, well over two weeks, I forced them to fix or I'll report to IMDA, two days later resolved alr. Got a bit for compensation too.

 

[firesong]

From the way it is worded, It sounds like they've already taken your money. I would not just threaten to report to CASE and IMDA - it is a case, and they have not delivered in over 3 weeks (24 Nov today is >21 days after 2 Nov). Delays for more than three whole weeks past the promised delivery date cannot be considered a "reasonable time" for a sale of goods after they have taken your money.

Check your credit card statement to confirm whether the charge has been withdrawn. If not, immediately lodge the report to IMDA and CASE, and make a police report against the business too, simply for taking the money and failing to deliver goods. They may be a big company, but taking money, failing to deliver the goods, and being sketchy with the refund request is very bad business practise and shows poor management of their billing practises. There's nothing stopping them from promptly reversing the credit card charge and then billing when the product finally arrives if there was a genuine delay.

 

[firesong]

You need to be very sure that you've been billed rather than it being a a credit card charge "hold". Giving you the benefit of the doubt because of your wording, the assumption is that you have been billed as a transaction.

Reading the Sale of Goods Act.
https://sso.agc.gov.sg/Act/SGA1979?ValidDate=20140310&WholeDoc=1

Payment and delivery are concurrent conditions

28. Unless otherwise agreed, delivery of the goods and payment of the price are concurrent conditions, that is to say, the seller must be ready and willing to give possession of the goods to the buyer in exchange for the price and the buyer must be ready and willing to pay the price in exchange for possession of the goods.

Rules about delivery

29.—(1) Whether it is for the buyer to take possession of the goods or for the seller to send them to the buyer is a question depending in each case on the contract, express or implied, between the parties. (2) Apart from any such contract, express or implied, the place of delivery is the seller’s place of business if he has one, and if not, his residence; except that, if the contract is for the sale of specific goods, which to the knowledge of the parties when the contract is made are in some other place, then that place is the place of delivery. (3) Where under the contract of sale the seller is bound to send the goods to the buyer, but no time for sending them is fixed, the seller is bound to send them within a reasonable time. (4) Where the goods at the time of sale are in the possession of a third person, there is no delivery by seller to buyer unless and until the third person acknowledges to the buyer that he holds the goods on his behalf; but nothing in this section affects the operation of the issue or transfer of any document of title to goods. (5) Demand or tender of delivery may be treated as ineffectual unless made at a reasonable hour; and what is a reasonable hour is a question of fact. (6) Unless otherwise agreed, the expenses of and incidental to putting the goods into a deliverable state must be borne by the seller.

While they can argue that it's beyond their control that they don't have stock on hand, they didn't have to bill you and take your money until the goods were delivered. Moreover, you have already entered into a contract with them on 2 Nov expecting delivery of the phone as part of that 2 year contract.

It's a bit dicey, but I think you have a case.

 

[Richliao]

Wow, 1500 since 2nd Nov so I guess statement already came, maybe payment already need to be made by you. Call them everyday at their normal mobile hotline and speak to the manager or team lead. And select 0 satisfaction when received the sms survey.

 

[Ye_Rongtian]

Their billing department is horrible. If you get problem can expect them to take months to get back to you. For my case it took 6 months. No compensation was offered.