Update
Responding to TISG’s media queries, StarHub said:
We have reached out to Mdm Sabariah and have provided assistance to her on her mobile services. Mdm Sabariah has informed us that she is seeking clarification with Google about the Google Play Store charges incurred in November 2020.
In the meantime, at her request, we have reconnected Mdm Sabariah’s mobile lines and services, and activated Premium Rate Services (PRS) barring, which blocks future purchases of premium mobile content. This will help her to better manage her non-StarHub purchases via her mobile line. Her services with StarHub were terminated due to outstanding charges, and a final bill comprising of unpaid service subscription charges, as well as early termination charges and unpaid monthly equipment instalment fees was provided. These have since been addressed with Mdm Sabariah.
We take this opportunity to share that mobile customers can pay for premium apps or in-app purchases, charged by the respective Apple and Google Play stores, through their mobile bills via the Direct Carrier Billing service. This is an optional service that customers can use only after signing in to their Apple IDs or Google accounts on their mobile devices. Customers can disable this payment method on their devices at any time through the Apple App Store, Google Play Store, and their device settings, or activate PRS barring for their mobile numbers to prevent such charges.
Sabby also updated her post saying: “Already settled – Starhub already contacted me.
So Starhub Service Manager gave me a call and said my line will be reconnected back and i dont have to pay the $6000+. just pay as per normal bill. As for the legal letter, Starhub already inform lawfirm side to pull back. And for $747.61 dispute they will put on hold first for 6 months. Will review again after 6 months if still not settled. Google will reach out to me soon in regards the dispute. Thank you so much guys for the advices!)”
Singapore — One woman reached out to netizens for advice after being slapped with a S$6,550.23 bill from StarHub and a lawyer’s letter demanding that she settle it within a week.
In a Facebook post, one Ms Sabby shared that usually her StarHub bill comes to S$500 a month but was double that in December 2020.
Upon checking her bill, she noticed multiple charges to Rovio – the company that sells the Angry Birds game – listed on her StarHub bill. However, upon checking, she realised that the “StarHub billing” option was disabled from her phone, and could only be turned on with her fingerprint.
She claims her account was hacked and incorrect charges made.
Ms Sabby wrote that she was strangely charged S$747.61 for a Google purchase in her phone bill and not in her credit card bill.
“I already called google, google also confirms that those purchases don’t come from my phone number or my google account therefore they cannot refund me the amount as they cannot find anything for my case”, she wrote.
She added that she was advised by Google to reach out to her financial institution. However, when she called DBS Bank, they were unable to help her as her credit card was not billed. The bank told her to contact StarHub, but the latter directed the matter back to Google.
Frustrated, she added that she made a police report, and the police had even come to her house to check their phones but were not able to find any of the purchases.
“I’ve been paying my monthly bill (except for the $747.61) promptly and did not miss any bills before but Starhub simply terminate my bill and all my other bills linked to this account just because I did not made payment of $747.61 and some termination fee which total up that I am owing Starhub is $6550.23,” she wrote.
TISG has reached out to Ms Sabby, StarHub and Google for comment and clarification on the matter. /TISG