06/07/2024
Here's what happened: On June 3rd, I received a text message signed by Simba announcing the upgrade of SuperRoam MY, including an increase in local data to 200GB and other benefits, with a URL link attached. Due to prevalent telecommunications scams, I chose not to immediately click on the link.
The next day, I visited an authorized Simba dealer at Bishan Bus Interchange to verify the authenticity of the message.
After reviewing my message, a female salesperson kindly informed me that as an existing SuperRoam MY customer, I didn't need to take any action; my subscription plan would automatically renew to the new promotional plan. Given that the plan name remained unchanged and was only enhanced as a gesture of appreciation to existing customers, I found her explanation credible at the time.
My next renewal date was June 28th, and each renewal requires payment for three months in advance, automatically billed to my credit card.
However, on June 30th, I checked the Simba App and found that my local data was still at 130GB, with no increase. I then reached out to Simba via their page for assistance. They advised me to send a private message for resolution. However, in response, I received robotic standard replies and was directed to review the terms and conditions via a provided link. After multiple interactions with different representatives, they eventually informed me that the authorized dealer may not have promptly updated plan change information, as their focus primarily lies in
selling SIMBA SIM cards.
Faced with this situation, I requested to correct my existing subscription to the 200GB plan. They again provided a link for me to submit a new plan myself. However, upon clicking the link to confirm the change, I discovered that I had already paid for the subscription until September 26th, despite only three days having passed, and cancellation would not result in a refund. I was additionally asked to pay SGD 39 to re-subscribe. When I inquired again, they provided the terms and conditions link once more, suggesting I wait until September 20th to avoid additional charges for a new subscription.
Today, I received their response, "We want to ensure you have the best options available. The new offer won't be automatically added,
as we respect each customer's plan preferences. If you prefer the new offer, you can visit this link and select the same plan to benefit from our latest offer, resulting from a plan revamp. Please review the terms and conditions before proceeding. Thank you! - Sally“
Others on Simba's page have faced similar issues. I believe this situation is unfair to consumers.
Fellow netizens, have you encountered similar customer service issues? How should I resolve this problem?
