AFTER noticing my monthly Prima phone bill had skyrocketed from the usual flat rental of $35 (between mid-September and December, 2014), I called DST’s customer hotline for clarification.
DST Care personnel said there was nothing they could do because they were not the ones charging me.
Instead, I was told to contact third party app companies such as Mobitech and Quickcell to resolve the matter.
After calling Mobitech, they said I had subscribed to their service since May 2014.
I told them that was impossible as my DST line had been suspended during that period. I then requested for a full refund of all unauthorised charges to my account.
Mobitech told me they would clarify this matter with DST. However, a week had passed and still no news from both DST and Mobitech.
And so I visited Mobitech’s office in Serusop to inform them of my situation. Again, their reply to me was to wait.
I decided to find out more myself. And so I lodged a formal complaint at the DST’s Gadong branch on January 10, 2015 to request an itemised billing printout for the period of mid-September 2014 to December 2014.
After going through the itemised bill, which was printed a few days later, I had a better understanding of unauthorised charges that were made to my account.
These charges were categorised as ‘wowdownloads’ and ‘other usage’ starting from mid-September to December – services that I had never subscribed to.
I’m saying this because there were no other users aside from myself.
I’ve been a subscriber of this line since 2008.
I was hopeful that DST would, in a professional manner, conduct their own investigation into this issue.
However, on January 27, 2015, a DST staff from The Airport Mall called me to ask if my case had been resolved as they had confirmation from Mobitech that a refund of $21 had already credited to my account.
I feel extremely disappointed. I feel that DST did not thoroughly investigate my case as I had been wrongly charged $69. How can a $21 refund be a solution?
I personally feel that DST did not put enough effort to resolve my case.
My advice to other DST subscribers is to pay close attention to what they are being charged in their monthly bills.
It’s important to identify any unusual charges even if it is just a small amount.
On January 27, I lodged a police report regarding this matter at the BSB Police Station.
– Consumer Rights