Complaint against CELCOM

From: hussin yusof Date: Jun 26, 2006 4:52 PMSubject: complaint on celcomTo: metro@thestar.com.my
Complaint regarding the bill for Celcom Prepaid - 013 2059024

First called the hotline at 1111, spoke to the operator Su. I told her I topped up with RM50/= on Friday. Used only for 2 sms. The latest one on Sunday at around 5:30 pm the balance is RM 24.15 I used to get the message from 33069 at 6:27 pm on 25.06.2006, 6:33 pm on 24/06/06 and 9:10 pm at 23/06/06 and also ringing tone but i deleted the message so i cannot give details. I asked her to solve the problem. Including asking her to terminate those services but instead she gave me a number to call. So I called the number given as 019 251 8115 but it belongs to a lady.

I called back to inform Su (the 1st customer service) but was answered by a different lady. I told her about the phone number and she asked me to call another number 019 245 3168 but was not answered. By this time, I was really upset because the way she answered me as though I own them. She said she cannot help but I told her if she cannot help and solve the matter, who else can. I told her if this is her stand so there is no point to have a customer service. and told her that I could very well terminate my number. She said that I can do as I wish.

I am not satisfied so I called again and this time a male by the name of Abraham answered my call. I repeated again the problem and he asked me to call a number 019 245 3188. I told him the problem I faced when no body answered and asked for the manager. He said that the manager is in a meeting. So I told him to bring the matter to the manager. He said that CELCOM cannot solve it and cannot make the call to the numbers because he does not know them so I said if he doesnt know, then how on earth would I know them. So i wasted my time.

I was still not satisfied so I called CELCOM Customer Service and was answered by Hafizah with the Motto "Saya sedia membantu". I told her everything that has transpired and I told her that the conversation was tapped by the company. I said thats good so that the company knows what is happening because it is very troublesome for people like me. IF they cannot solve this simple matter then who else can. Do they want the CEO to solve it or the minister to solve it. I told her if CELCOM wants to sponsor Football or what, dont push the burden on consumer like me. I dont know how many people face this problem for one thing I would never subsribe to CELCOM anymore. I feel Cheated.

Summary of problem:
1) CELCOM refuses to divulge the status of the mobile. I.E. what services are subsribed. It is very simple with Digi. Instead we are told to give the number that sent it.
2) CELCOM refuses to terminate the subscription of the ring tones. Digi allows easy termination.
3) CELCOM has a policy of NOT calling first any numbers they give. They should do this to verify if the information is correct. After all, unscrupulous business are not above lying.
4) CELCOM probably has a standard reply of "manager in meetin" to avoid being accountable.

(my brother had a similar problem but on Digi it was easy to fix)

These ringing tones are very expensive and they send it out whenever they want. Anybody who is not IT savvy would be at a disadvatage.

I hope you will follow up this matter.

Thank You,

on Behalf of my mother
Arbaayah@rumai Hj Salleh
Kelana Jaya