After its publication, StarHub officers contacted me to explain and clarify the points raised in my letter.

I was told that the GEE! Menu is free but some of the links in the GEE! Menu are free and some are chargeable. For those chargeable, I will be prompted with a warning page that I will be billed if I continue.

So I specifically asked whether the POEMS portal in the GEE! Menu is free. I was told it is free if I browse the site from the GEE! Menu. However, this is not true because I was charged for it in my next bill. Furthermore, there is no page warning me that I will be billed.

So I called StarHub again. This time, the officer told me that only the GEE! Menu is free, and that all the links there are chargeable. I am disappointed that even StarHub staff are not familiar with their own products and services. Is there any law or policy stating that a merchant has to provide accurate information on the products or services it provides?

Oh Chee Siong