Why refund was delayed: SingTel

Why refund was delayed: SingTel

SINGAPORE - When Dr Chua Teo Ngee ("Telco holding on to $13k overpayment"; Tuesday) contacted us for a refund of the excess amount paid via Internet banking, the bank transfers had not been completed. As we had not received the amount, we could not process the refund immediately.

Upon receipt of the amount, we contacted Dr Chua and informed him that we were preparing the full refund and it would take two to three weeks.

For excess payments, typically of smaller amounts, we offer customers a convenient option to offset against subsequent bills.

Should customers prefer a refund, we will gladly arrange for one.

As the refund was to be made to Dr Chua's company account instead of the personal account he used to make the excess payment, more time was needed to verify and validate the details for security reasons.

We apologise to Dr Chua for the additional delay this has caused and we thank him for his patience. A cheque for the full amount has since been issued to him.

Teo Lay Cheng (Ms)
Head Group Corporate Communications

This article was first published on July 4, 2014.
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