Breaking up with your girlfriend and/ or boyfriend is hard.

But breaking up with your telco is definitely much harder.

Ghosted AF

That's how one telco customer Jonathan Soh felt, when he was notified that his contract with internet service provider MyRepublic was ending soon.

As the contract was expiring, he was eager to terminate it as soon as possible so he wouldn't miss another good deal.

But instead of a clean break, he got ghosted instead -- by a telco.

No replies

On Sept. 5, 2017, Soh sent an email to ask when he is able to terminate his contract.

He received this generic email the following day:

The support team told him that they would get back to him in the next five working days, but that never happened.

In the two weeks after MyRepublic's last response, Soh sent five more emails including these:

And also tagged them in his Facebook post:

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Facebook comments hidden

He then resorted to writing on MyRepublic's Facebook post:

But Soh's comments appeared to have been hidden when we checked the page:

Instead of getting a reply from MyRepublic, Soh received a bill on Sept. 18 for the following month.

MyRepublic responds

Mothership.sg reached out to MyRepublic for comment and they replied:

"We contacted Mr Jonathan Soh earlier this morning (Sept. 26). We addressed his concerns and resolved his case, and also took the opportunity to clarify that he was not billed incorrectly as his contract with MyRepublic had not ended yet."

According to Soh, MyRepublic offered him two choices:

1) Recontract with them and they will waive two month's subscription fee.

2) Finish the contract on his final month ending Oct. 9.

Soh chose the latter option.

Furthermore, he would have been charged an early termination penalty if he chose to terminate his contract instantly.

The website states that the fee is calculated as follows:

(The remaining months in-contract) x (Your subscription rate) + (Promotion-specific cancellation charges).

Poor customer service?

While Soh's case may have been solved after he was unable to get a satisfactory response for a few weeks, other customers have also been dissatisfied with MyRepublic's service as of late.

Like this customer who had to resort to posting on MyRepublic's Facebook wall even though she already contacted them personally:

And this customer who felt unassisted because he was made to pay his bill despite cancelling his contract:

Or this obviously angry customer who had to contact MyRepublic just to find out that his installation date has been changed:

And this customer who spent four hours on the MyRepublic hotline, but ended up with no solution to the problem:

MyRepublic previously had plans to become the fourth telco in Singapore.

Top photo repurposed from MyRepublic's Facebook page and Jonathan Soh's screenshot