this was my reply

dear customer service

I would like to update you, with regards to my complaint:

this afternoon at around 3-4 PM, I received a call from SMART, the number that appeared on my call register log was 8654, the lady informed me that my IMO would be changed at that I will be getting a call within the day from the new IMO....its now 7:00pm but still no call...

earlier at around 1:00 PM i received a call from Grace Lee and i rejected it due to the fact that i know for sure i would be losing my temper so to avoid confrontation i dropped the call... in less than a minute i received a text message from her with the exact phrase "SIR UR OUT OF LINE!!! I have already informed the *800 operator regarding this earlier so i phoned just this moment to follow up and the lady i talked to, told me that her colleague the one who handled my call earlier had a conversation with grace lee and Ms lee stated that she never sent such a message... odd and contradicting? ( the message is still saved in my mobile phone)

i also made a follow up regarding the overcharging of my gold lite plan the receipt that is with me with ms lee's signature clearly indicates 350 as opposed to the 300 that appeared in SMART's system ... ???? (is she in dire need? she should have just asked me for it)
i was also informed the reason why there was a delay of the activation of my gold lite with #09xxxxxxxxxx is because payment was made just today march 20, 2009 ... as opposed to the receipt i have which has a date of march 16 2009 (whose telling the truth???)

if one of the primary imperatives of your company is customer service then imperatively ms lee should be kicked out of your company or better yet be assigned to do window cleaning on the 24th Floor of Smart Tower...and why isn't there any response from the infinity group? VIP customer handling??? VIP my ass

thank you