Facebook
Unjustified billing for content & lack of feedback by online customer service
Celcom service is non-existent! Online CS is useless & need 10 days to acknowledge customer complaints. After that no response & case cannot be followed up on OCS! 1111 is just like IVR, but human instead of computer. All response are read from FAQ on website!
I was billed by Celcom for unsubscribed content. I made complaint on 15-January, but until now no feedback on the progress. How can Celcom bill subscriber for unsubscribed content? Very irresponsible & also illustrates the callous attitude towards their customers.
I was billed by Celcom for unsubscribed content. I made complaint on 15-January, but until now no feedback on the progress. How can Celcom bill subscriber for unsubscribed content? Very irresponsible & also illustrates the callous attitude towards their customers.
- Hi Prakash,
We're truly sorry to hear that. =( Appreciate if you could provide us the report number for our further reference?
_medium.JPG)
EMPLOYEE
Stop ag 33029. What is this?
I received a message like this from 33029.
Subscription renewed. No subscription fee. Price: rm2.50 / sms. 1 sms / day.
Next renewal 30/04/2013. To cancle send STOP AG to 33029.
Can i know is this a official sms? Sud i send stop ag to 33029?
Subscription renewed. No subscription fee. Price: rm2.50 / sms. 1 sms / day.
Next renewal 30/04/2013. To cancle send STOP AG to 33029.
Can i know is this a official sms? Sud i send stop ag to 33029?
So-called 3rd Party Content Providers send SMS/MMS to cell phone users & fraudulently claim money from the receivers. Telcos deduct the amount from the customers without verifying whether the customer has subscribed to the service. Any any complaint is answered: "Send STOP MMS to the content provider. This SMS is not free.
Malaysians are being cheated by the content providers. I am a Celcom user & in my particular case, I received SMS from 39599 (Shrad) each costing RM1.00. I called 1111 to complain but the CS replied that they are powerless to stop the content provider from sending such messages. They instead asked me to Send "STOP ALL" to the number 39599. I refused, and told them that I never sent "START" to any number, so I don't see why I should have to send "STOP".
On 15-January, made a complaint via Celcom Online Customer Service Portal. I only received an acknowledgment on 24-January. They assigned a case ID, but there is no way to track updates. Online Transaction History lists the activity & status is "IN PROGRESS", but when I check for case updates, there is no case found!
In the meantime, I made a complaint at Celcom Axiata Office at Taman Molek on 16-Jan. I told them that when I call 1111, I am asked to give my mother's maiden anme for verification, but how come Celcom can bill me for unsubscribed services without first verifying that I have subscribed. I also asked why Celcom provides customers' personal particulars to others without our consent. Initially, the CS said that the content providers are licensed by government to send the content to phone users, so Celcom is required to provide them with the information. She claimed that the line belonged to Celcom & that I was only renting the line. I replied that the line may be Celcom's, but my personal particulars were confidential & they have no right to shre such information with anybody without my consent. Her superior then intervened & answered that it was not Celcom that provides info but others, such as AEON Card, etc. The CS promised to send mail to the content provider seeking clarification. She provided her cell phone number for follow up. After 1 or 2 calls, now she never answers my call or reply to my SMS.
I then used Celcom Facebook Page to make a complaint on 7-February. I posted the complaint on getsatisfaction.com, where i was redirected.
My complaint: "Why is Celcom charging me for content I never subscribed?"
Celcom CS response: Please contact 3rd Party content provider.
Further complaints are all met with the same answer: "We'll revert to you as soon as we received feedback from our support team. Your patience is highly appreciated. Thanks."
Any request to CS to commit a time frame to resolve this is ignored. Later, they will put the status as "Solved", even though we are not satidfied.
See the following"
https://getsatisfaction.com/celcom/topics/unjustified_billing_for_content_lack_of_feedback_by_online_customer_service
https://getsatisfaction.com/celcom/topics/who_decides_when_a_complaint_has_been_resolved
https://getsatisfaction.com/celcom/topics/stop_ag_33029_what_is_this
Please like this post & get all your friends to like this. So many people are being cheated by the content providers & the Telcos are helping them, instead of protecting the consumer. We need to force the government to pass legislation forcing the Telcos to get confirmation from the customer before charging the customer. - FB Prakash Surendran
READ MORE and SUPPORT THIS CAUSE : https://www.facebook.com/groups/596980430378249/
TOGETHER WE CAN ACHIEVE WHATEVER WE WANT!!!!!
No comments:
Post a Comment
Note: Only a member of this blog may post a comment.