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Dear Sirs,

I gathered from the December 2011 bill from SingTel for my Mio Home service sent to me recently that I was billed for “12 mths Easy Pack Jingxuan”.

I called your service hotline 1668, your customer service personnel advised that I signed up the package through the phone with your marketing promoter.

I recall I received a call from your promoter sometimes in late 2011, the conversation was brief, my understanding from the promoter was that I was given a free viewing of some of the channels for certain period as part of the loyalty incentive, since it is free, I accepted. I recall I did check with him my understanding and no recollection of any terms and conditions were being mentioned to me.

I explained it to the customer service personnel on my situation, he insisted that if I were to cancel the package, I would have to pay for the penalty of the full contractual term. I feel I was being cheated and was unduly forced into buying something that I have had no intention to procure.

To no avail, I therefore write in to you for further understanding of such new and I believe an aggressive marketing gimmick that upset your loyal customer intensely:

1. Can a contract to bind consumer entered into verbally through phone?
2. Is it reasonable to bind the consumer with just 2+ minutes of such marketing selling style over telephone and claim later that the contract is duly endorsed by the consumer? A onus package comes with, l believe, a lengthy list of terms and conditions that binds the consumer who is kept in the dark. I am until now not aware of any of such T&C although learnt a bit about it from your customer service personnel yesterday.
3. Notwithstanding if above 2 questions are “acceptable”, should a written contract be reasonably issued to the consumer (for the sake of acknowledgement by the consumer) as a follow up to ensure this is in agreement before the consumer is bound to it? I believe this is a given commercial practice in general, isn’t it prudent and fair? Even if no formal contract be sent over to the consumer, a simple gesture such a SMS, email be sent to the consumer as a least courtesy action be initiated?

I would greatly appreciate your kind response ASAP and sincerely ask for resolving the situation in the most amicably manner.

Kind regards

HHT


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