In the report on Nov 1 ("You've got mail... but it's lost in transit"), Singapore Post's head of group customer service Lily Loo said the company works only with call centres that are ranked the highest.

However, my experience of using the SingPost call centre doesn't support this.

No one from the call centre could direct me to a local staff member from SingPost when the call centre was unable to handle the issue, despite multiple requests.

The customer service staff member who responded to my e-mail did not have a direct e-mail address or contact number for follow-up.

When I called the call centre to look for the customer service staff member, I was told there was no such person. As I was waiting for the call centre staff to check this information in the system, I could hear other staff talking to other customers in the background - not something expected of a "highest ranked" call centre.

The issue was finally resolved after multiple e-mails over two days.

This would not have been the case if the staff from the call centre were competent enough.

Given SingPost's over-reliance on overseas call centres, there was no other way that I could provide my feedback to the company.

This is definitely not the customer service I expect from Singapore's designated public postal licensee.

Wendy Toh Hwee Bin (Ms)