Celcom Axiata
Reviews and Complaints

As a potential customer considering Celcom, I must share my disappointment with the service provided. The data service was poor, and despite the option to get a cheap phone with contracts, the overall experience was unworthy. Additionally, there were concerning incidents of personal details being sent to incorrect email addresses, raising serious data security issues. These reviews highlight significant concerns that potential customers should be aware of before choosing Celcom for their telecommunication needs.

I have wrongly purchased Roaming of RM98 on 29Apr24. I want to change it to start from 17 May instead of from 29 Apr24. In the promotion it showed RM98 package covering worldwide excluding US and Canada but when purchased can only choose 1 country.

I called 1111 multiple times but no answer, whatsapp via sms and logged 2 incodents-29Apr-be27-37f4 and on 4 May-be45-4d7e but no reply until today, 5May23.

Hi. I would like to ask why my bill have extra charges for roaming usage on 13/10/23? I didn’t switch on my roaming service all the way. But how come got this charges came out?

[protected] is my phone number and [protected] is account number. Kindly check for me and update me the reason as soon as possible and reply me via email. “[protected]@gmail.com”

Thanks and have a nice day.

I've been using Celcom Service for so long that the useless that it is providing is the worst in it's history. I have been having "No Service" as the network signal so constantly that I took it positively and went to change my sim card but it's still the same. This is the worst service Celcom has offered to their long-time customers since the merge

4/8/23 @ 3pm

I just called Celcom CS to remove my phone protection…the CS that attended to me was so RUDE n asking same verification over n over again

It’s so ANNOYING as I m in a RUSH to attend a meeting…I told her off n stop asking repeated questions n be quick…THE CS JUST CUT OFF MY CALL!

How RUDE n it’s VERY DISAPPOINTING!

CS was malay girl with very BROKEN ENGLISH…how could Celcom hire such employees? RUDE, NOT PROFESSIONAL, IMPATIENT N HAS NO CUSTOMER SERVICE ETHICS! It’s amazing….🤦‍♀️🤦‍♀️

Then I called again the new CS was polite person…malay girl…👍

I SINCERELY HOPE THAT CELCOM TAKE STERN ACTION AGAINST HER INCLUDING DISMISSAL…👍

Assalamualaikum wbt

I would like to complain about my July bill. I just came back from Saudi Arabia and I activated 30-day roaming pass twice.

I came back with bills amounted RM 527.45.

I contacted the customer service via whatsapp on 31/7/2023 after I came back from Saudi Arabia and asked about the bills.

The person in charge that I chatted with informed me that I was charged for voicemail for all the calls that I did not pick up.

The issue is, first, I don’t know that Celcom will charge for voicemail and I’ve never been informed on that upon activation of roaming.

Secondly, I didn’t pick up the call, and it went to voicemail automatically, how can it be my fault if I wasn’t around to pick up the phone.

Thirdly, I didn’t receive any voicemail, yet I’ve been charged for that.

The call log that he had given to me were as below

Pada 30/6/2023 awak ada terima panggilan dari nombor ini [protected] sebanyak 2 kali.

[protected] no ini pada 07/07/2023.

[protected] no ini pada 11/07/2023

[protected] terima sebanyak 2 kali pada tarikh yang sama iaitu 11/07/2023

[protected] no ini pada 15/07/2023

[protected] no ini pada 16/07/2023

[protected] no ini pada 20/07/2023

The roaming charge is RM301.60. He kept on changing his explanation when I asked why the bill reached RM300. Initially he said I was charged per call. Then, he changed to per second. Then, he changed again to per minute.

When I asked for detailed breakdown of the bills, he asked me to check on the bill, of which I couldn’t find the details on the bills.

I think the charge is unfair, as I hasn’t been informed, I don’t even know the unanswered call is charged because of the voicemail, and I am charged for something that I don’t receive. Furthermore, the charge of RM300+ means that there were around 50+ unanswered calls.

I’m frustrated with the Celcom service. Even the coverage is not good. And now, they are charging for something that I don’t use. They can't simply make money on customers for uninformed charge.

As salam.

1. Bad coverage in general area Taman Puncak Utama, 43000, Kajang, Selangor.

2. Reason was that they had to vacate the shared tower with Maxis.

3. Business n general communications is always disrupted resulting in loss of business n contacts.

4. General area Taman Puncak Utama has no coverage or limited coverage since 20 July 23.

5. Switching to other reliable service provider is not possible due to outstanding contracts signed with Celcom Digi.

6. What are the steps taken and how long will problem persist?

7. What are the rebates and compensation to be offered to Celcom Digi subscribers due to incompetence in providing telecommunications services.

Mohd Johan Juan Abdullah

[protected]

Sent from Yahoo Mail on Android

Am sabariah abdul latif. Ic. No [protected]

Celcom no: [protected]

I would like launch a complaint against celcom. Telemarketing due they offered me a wrong rebate with contract,. Whereby I already have a penalty for free device wic I took with contract. He force me to take rebate and didnt clearly inform regards the new contract and penalty. I only realized aftr I gets notification regards my new contract and penalty. Do clarify for me what happened to my device penalty? Do I need pay? I wan bring this issue ti mcmc due its clearly given wrong info and offer and is this. To. Make customers to pay for penalty for nothing? Did celcom trapping me? I need clarification on this. I wan the sales agent who made second call for me offered the wrong rebate and triggered my penalty for phome to contact me bck and give me explanation. He mentioned he is from. Telemarketing from pj menara celcom. Mr. Ganesha.

Cear Celcom Axiata,

Is very hard to us in Sabah if we want to terminate Celcom service (Only 2 Celcom center in Sabah that's in Kota Kinabalu). I have called many times to terminate my wife Celcom subscription. But your team insist us to come at your Celcom center that's 200km from my kampung. I hope in future you will upgrade your system. maybe next time I will subscribe Celcom.

The agent called me to offer a free phone. I asked her so many times, whether my existing plan which was Mega80 wil change or not, all my monthly payment will increase or not, she said 'no'. That was why i agreed to take the free phone. I already received the phone. But when my bill came out, it was stated there my current plan is Mega98 and monthly payment also increased. When i called them to tell this issue, it seem no point. They promised to call me back until now i haven't received any call yet from them. Are you trying to close my case without any solution at all? Are you a scammer? Please la Celcom don't manipulate your customer, be professional. Try to put yourself in other's shoes. I want you to call me back and provide me a solution regarding this issue. Don't simply ignore.

Every time comes weekend the line changes to roaming services where I stay in Johor, Forest city...weekdays it is working fine...what is the problem...? On top of it the roaming charges is being charged to my account...

This is not fair and it ur line issue...and this is not the first time..I have been charged roaming services few times before this already..I kept quite but it keeps happening..

Please make sure there is no roaming charges charged to my account...Thank you.

[protected].

My order ID COS000550336DB, I have Pre-order Samsung s23 ultra 512gb with no gift no any special package at 10/2/2023, yet I only received my device on 21/2/2023.

But I found on 25/2/2023 Samsung s23 ultra 512gb come out a promotion free gift package ready stock and it is same price with Pre-order package.

The issued is how come Pre-order package people buy it without any special gift but Ready Stock device got special free gift and same price as Pre-oder package!

Then what benefit people will buy for Pre-oder device? Those Samsung Pre-order some kind a silly package to us? It is not fair at all!

As above mentioned on 30 January 2023 arround 3pm due to celcom problem an amount cannot be deduct properly and celcom need to refund to me within 2 or 4 weeks and caused my account will be penalty or barred if i’m not make another payment. Celcom cannot do this to me because of celcom mistake. Please look more seriously about this matter. I am very disappointed with celcom.

Sat 28 Jan – Went to Blue Cube Greentown Ipoh, unable to terminate the contract due to “server error” when they tried to read my fingerprint. Spent 1 hour in the morning and afternoon another 20 mins at this centre. Was told ticket was raised but didn’t receive any sms.

Thurs 2 Feb – Went to Blue Cube Ayer Itam Penang, again same issue when they tried to scan my finger print. The staff raised the ticket an I received the sms with Cased ID # CS5486430.

Called the hotline and talked to the Customer Service Exec then after request talked to the Manager. She asked me to pay the penalty $2604 thru JomPay which I did and she promised to

call back in 3 hours to update the contract termination status. Waited until Friday morning and no calls.

Fri 3 Feb – Called to hotline again and upon request talked to the 2nd Manager. Was asked to pay $209 for the upcoming bill amount in order to terminate the contract which I did.

Sat 4 Feb – Contract yet to terminate so called the Hotline again. And now talked to the 3rd Manager and she said the termination delayed due to system migration. Asked her why Celcom’s billing system never had any issues as they can bill the exact amount on the exact date without FAIL.

Unable to accept this kind of lame excuse for something that can be done within hours. It is all about people and their mentality/attitude. And NOW, I am still waiting for a miracle from Celcom….

I have been reloading Internet for my celcom sim through the celcom life app for quite some time and realised a huge issue. When I'm left with, say 5 or 8GB, my Internet becomes really slow and I receive a message from Celcom asking me to reload my Internet. I will opt to reload my Internet plan to get more GB. However, once I reloaded my Internet, my remaining GB is lost. For example, I have 8 GB remaining on my device, I opted for 30GB+99GB YouTube. Instead of getting 38GB in my account, I only have 30GB. My remaining GB was supposed to last for 28-30 days within my account but I was wrongly deprived of it. Please mend this issue as soon as possible.

I would like to make a complaint regards to Celcom Online Shop. I had purchased Iphone 14 Pro with Data Plan on 6th December 2022 at Celcom Online Shop: https://shop.celcom.com.my/home . The website mentioned it will deliver within 7 days, I decided to check the status of my purchase on 12th December 2022 which i found out that the system shown the order created. I had made a call to Celcom Customer Service on 14th December 2022, they had highlighting to me that did not receive my ordered which I had given the order ID. I been told to logged a case to report this which they will checking with their online store. 15th December 2022, i contacted Celcom Customer Service, a staff called Issac had informed that to resubmit the supporting document such as email from Celcom, proof of payment to [protected]@celcom.com.my which i had forwarded and given the case ID no. He informed that he will submit to higher level to investigate my case. On 16th December 2022, Issac had contacted me to asked me sent the supporting document one more time to Celcom Whatsapp +[protected] which i did it immediately and he told that will contact me if have any outcome.

I made a call to Celcom Customer Service today, 19th December 2022 which still no outcome from them. I was so disappointed that it been charged my card & Celcom did not have any of my order. The sad part was every time i made a call to Celcom Customer Service which they keep apology and working on it which still not solves my case and this is the third week. When I asked whether can refund or cancel order which they informed cannot and I asked whether can be walk in to Celcom Cube to take the phone since my current phone spoil which they're not allow. In such, they did not provide an alternative way to solve my problem and just keep telling me to wait and working on my issue. It's ridiculous that my order did not find in their system and my card was charged. This is the first time I had experience on such a bad online purchase service.

Date: 19 December 2022

Time: Around 1.30pm

Location: Celcom Bluecube Alamanda Shopping Centre

A very poor customer service handle by a guy when I am about to asking direction of service provided in that premises.

At that time, there are no customer service people are available. I waited around 1-2 minute to see/scout if there are possibilities to see any direction of what will customer to do (such as taking qué number, etc) while waiting for customer service people to assist what to do next.

So I saw, a customer service guys assisting a woman & decided to ask the direction of service provided (SOP on what to do in order to get assistance). But, the guys immediately telling me (pointing finger to a direction of a customer service woman) to go there with a rude way & poor tone of voice and telling me that he with a customer. So I am telling him, can you be more polite? He again telling me that he is with a customer. I'm asking him again, are you in a bad mood? If you were, I also in a bad mood. But we must control our emotions.

Hi,

This is abit Urgent, please let me know.

My name is Wong Kam Loon, phone number [protected]. I'm at Taiwan now, I bought the roaming pass before I travel and my line had barred this morning. Please help me settle this ASAP. Thank you.

Hi, I been requesting to PORT OUT from Celcom to Maxis line for a while. I miss the SMS on 28/7/2022. And been requesting to resend SMS until now but still not yet get new SMS for PORT OUT. The phone number are +[protected] (Tan Bao Hong) & +[protected] (Liew Yee Ling).

Please resend the PORT OUT REQUEST ASAP. We are changing both line to Maxis under company name.

If no action taken, our company will bring this up under law of "Your right to choose a telco" clause.

Starting from monday 12 pm until now 18 march 2022 there is no service at all at my village... No phone line, no internet service.. It happens at my home jelebu negeri sembilan... At kg ulu jelebu...