We sincerely apologise to Mdm Tan for any inconvenience caused. As Mdm Tan was abroad, our Customer Service Consultants had been in touch with her family members to communicate that the balance instalments of her Landed Connection plan were due. The instalments were misunderstood to be reconnection fees.

We have since got in touch with Mdm Tan to explain this matter. Our customers are important to us, and we take all feedback seriously. StarHub records all phone conversations at our Customer Service call centres, and our supervisors monitor these calls regularly to deter lapses in service standards.

We thank Mdm Tan for her patience, and for allowing us to clarify this misunderstanding.

Huang Shu-Yin (Ms)

Senior Corporate Communications Executive

StarHub