Celcom Axiata
Reviews and Complaints

Assalam En Shaharudin,
Saya Irwan Ramlee ingin meminta penjelasan mengenai kos tambahan pembyaran yang terpaksa ditanggung oleh saya.
Saya terpaksa membayar sebanyak RM 999.84 diatas CAJ PURATA PENAMATAN KONTRAK, walaupun sebelum ini telah diberitahu oleh Encik bahawa saya ingin meperberahui kontrak setelah tamat perkhidmatan.
Nampaknya Encik dengan sengaja telah memperberhaui kontrak tanpa kebenaran saya.
Nombor telephone kontrak yang dimakudkan adalah -[protected] dan [protected].
Saya ingin wang kontrak penamatan pekhidmatan dikembalikan kerana ianya bukan saya minta berbuat demikian.

Yang kedua adalah nombor telephone baru yang encik berikan bukanlah baru .Sebaliknya lama .Dimana anak saya kerap mendapat mesej yang tidak diingini dan mendapat panggilan dari orang yang tidak dikenali.Ini menganggu privasi saya .Nombor telephone yang dimaksudkan adalah [protected].
Saya ingin mendapat nombor baru yang tiada gangguan dari orang lain.
Oleh yang demikian saya ingin minta Encik membalas kembali email ini dalam masa 3 hari.
Sekiranya tiada jawapan maka saya anggap Encik tidak mengambil berat aduan saya.
Saya telah mengadu kepada Encik selama 2 bulan, namum tiada apa-apa jawapan.
Seterusnya saya akan lapurkan kepada pihak Kementerian Kerajaan agar aduan saya di dengari.

Sekian

Harap Maklum

Yang Benar

Irwan Ramlee
[protected]

Sent from Mail for Windows 10

At the date of 8August2019 4.18pm, i went to one of the branch of celcom center which located at cheras trader square as an inquiry of extra charges made in current bill (August) as there are extra charges of RM300 that written under processing fee. When i seek for a help at the branch, they cant get any details regarding the fee charged and require me to call the customer care line (1111) for assistance. During the call, the customer care line said that it was a penalty for last month(July) as i terminated my contract(12months celcom gold + lifestyle privilege) before the expire date and sign another new contract which called device bundle. During the consultancy before buying a phone, the staff had double and triple confirmed that i am not relying on any contract anymore with celcom and i am eligible to get the device bundle package without any extra charges. But the system turned out i had stopped the previous contract before it end and sign another new contract, at the moment i seek for advice from the customer care, what hey told me was i have to refer back to the branch i purchase the phone and complain them why they let me sign the contract even when i am relying on the other old contract, they just throw the ball over to other party and swept off all the problems. After all i refer back to the staff regarding the matter, what they said was their system cannot access to check whether i am relying to any contract, but who is going to solve the matter that the staff told me i am eligible for the device bundle without any extra charges but right now they charged me an extra of RM300 for penalty of terminate the initial contract ?
The moment when i am seeking for a response regarding the issue, the staff had called another staff from other branch which stated as supervisor, the so called supervisor over the phone told me that as a customer, i should have to logic thinking that i need to aware if i am relying on any of the contract, impossible for me to sign another contract without paying penalty, i had explain to the person that the staff had told me my contract ends on July and i am surely eligible to get the device bundle, and the staff revert back to me : '' they told you your contract ends on July but did you ask when is the actual date that your contract actually end ? your account ends on 29July, impossible you can buy a phone and sign the contract on 4July, you as a customer should aware and remember the date you sign and the date you end, you cannot rely on our system, now the staff is no longer working with us and you cannot blame on us regarding his fault .'' As a human being, i cannot really remember the things happened on last year and that is the reason i rely on your system to record it down, now the resigned staff said that system did not appear that i am relying on the contract and let me sign for another contract and now there are penalty, the staff is working with celcom of course he is representing celcom, if i am not complaining to celcom regarding the issue, who am i going to refer at even if he is not working anymore ? The so called supervisor had told me that refund is not possible, next time when you purchase anything from celcom, not only to consult the staff, you should call the customer care to confirm if you are relying on any contract, that is how the customer service existed .
Throughout the experience on seeking advice, i feel offended by the staff as he said i should have logically think that impossible i can get a phone without terminating the old contract and told me that i myself should have aware on which date i signed the contract as well as the expire date of the particular contract instead of relying on their system's record as not every branch are able to access customer's account. Sad case is i do not ask for the name of the staff from the customer careline and also the other staff that talked to me over the phone.
I am writing this complaint letter to express how shameful is the customer service from celcom on the way they assisting customer and confusing customer, if the system is not mature enough to let customer acknowledge the information they suppose to get, please do not blame on the customer for not aware the contract we signed especially the date it ends, we are all human being, we may forgotten stuffs, hence we need technology to assist us, please do not ever throw back the issue back to customer. The only fortunate thing is the branch's staff are really kind to find an alternative to solve the issue.
This letter is to complain on customer service and staff behavior over the phone, not urge to fight back the penalty paid, thankyou.

hai, saya mohd nadzril. saya mahu buat satu kenyataan yang agak tidak senang kepada pihak celcom. Sewaktu saya mahu memadam segala dokumen di dalam akaun gmail saya, didapati bahawa kad pengenalan saya telah disalahgunakan oleh pihak tertentu untuk kegunaan mereka tanpa izin dari saya pada 07/03/2019 kerana terdapat no yang didaftarkan atas talian [protected]. Sila ambil tindakan segera!

Good morning,
My name is Anita Rani Naidu and I'm one of your Celcom postpaid customers.
The numbers under my name are [protected] / [protected].
I received an information yesterday with valid evidences that my bill statement inclusive of all the call logs has been obtained by a third party without my permission, which was only possible if someone from your company had disclosed the information illegally.
As far as I'm concerned, obtaining phone records without the customer's permission is illegal.
I have lodged a report with NCCC and I would be lodging a police report tomorrow.
I am expecting a prompt reply from your side as I consider this a serious offence which needs immediate clarification.
Thank you.

Regards,
Enraged customer Anita.

I have been a celcom consumer for the past three months and came across by far the worst telecommunication experience ever given. The past two months my bills were always on time with overpayment made each month as I was planning to get a device contract with celcom. For I was told earlier upon sign up, that I would be able get a device within three months time as long as the payment was up to date. However, when I walked in to a branch at Celcom Bukit Tinggi, to just look through devices that I would initially take at the third month, whereby I was approached by a staff who greeted me to check on my inquiries, I was informed that the SOP of the company to take up a new device, has changed to a year and the requirement was to take it with a credit card. I was devastated because I was promised earlier that I could take up a device with a plan tied up with celcom as long as I have clear bill statement for 3 months. Assuming the SOP will not apply to me, I have decided to port up to a different service provider thus I left the store and made a call to the customer service helpline to enquire my final bill amount to settle off which is my 3 month statement before I could actually port out. I was informed by one of the customer service consultant that I spoke to that my final bill would only be RM 79+ ( As my plan originally chargeable at rm 108.00 - rm 29+ which I have made an over payment of my previous month ). The consultant then assured me after paying of the amount of rm 79+, I will no longer have any outstanding amount with celcom whereby I can receive my statement on the 18th May 2019 according to my billing cycle.

On the 12th May 2019, I walked in again to the celcom branch at aeon bukit tinggi to clear my unbilled amount of RM 79+ as educated by the customer care consultant whereby I made a payment of RM 80 to be on safe side. Where at the same time I enquire once again, I was told that the SOP has changed to 6 months with credit card to purchase a device with plan. As I have downloaded the celcom live app to print out my 3 months statement to port out to a different telco, on the 18th may 2019, the statement of my 3rd month bill was not reflected. The following day I called the customer care hotline to enquire on my billing statement status, was then advised by Agent A that it will take 10 working days for the detailed statement to be out which I found ridiculous as the app stated 3-5 working days and when I was advised previously that it would be available on my billing cycle. I was not satisfied with the answer and I requested to speak to the manager on duty. Manager Ahmad Jasmine took over the call, upon clarifying my enquiry on the statement and having the urge to port out he then assured me that I will receive it by 7pm on the same day whereas at 7pm when I checked there was no bill to be found on the app. On top of that manger Ahmad also stated that the system is having issue and the customer who were having the billing cycle of 18th was only affected.

With the promised given by manager Ahmad, I patiently waited for issue that was advised to be rectified and for the bill to be generated. I called the hotline once again to check on the status, Agent B answered and requested to speak to Manager Ahmad but I was told that he is not around at that particular time thus I was transferred to Supervisor Chai, who was half asleep during the call, failed to answer my questions, lack in communication skills and accused her own colleague Supervisor Ahmad of not leaving notes behind pertaining my case. As I was confused and asked her what she meant by it, she diverted the answer and started to explain my case and that's when I questioned her on how she suddenly knew my enquiry, she then stated Supervisor Ahmad kept the notes on a separate folder.

p/s. i have attached a complete letter of complaint

A lady keep phoning my line to promote celcom several times. On 13th April at 12.57 pm she called up again and pestered me to subcribe to celcom. At that time I was driving and I asked her to tell me directly what she wanted cos I had stopped my car at an emergency lane to answer her call . When I declined she call me STUPID and hang up the call. The phone number is 013-2486828. Please kindly investigate on this rude lady from celcom.

CElcom no: [protected]
When I signed on for my present Celcom plan, at Celcom Cube in Sunway Pyramid, in December 2018, I informed the staff attending to my request, to direct billing to my credit card ( ie standing instructions to pay Celcom from my said credit card ).
This I told the staff twice to which he replied, yes, he has noted the credit card no etc..

Today, 2 months later, I get a message from Celcom saying I have not paid my bill for 2 months .

I called up celcom careline customer service, to demand an answer.
Time: 12.25 pm
Date: 27 February 2019
Staff name: Fatin

Your staff agreed in the system, I have requested for billing to be directed to my credit card. What she could not answer was why then this did not happen!
When I asked her to call me back when she had the answer to my complaint, she said for me to call in instead.
Excuse me, I know how you work! When we call in, a different staff may answer . Then the merry go round begins. Explain the issue again to the newbie, and the oh, I will look into it and...so the hassle continues.

Celcom, do explain.
The issue is not I cannot pay but what happened to the request I made at the time the contract for your service was made!

Dear CELCOM/Axiata to the whom it may concern.

Celcom is very good in driving me crazy just to get my problem fully resolved. With numerous calls and complaints made to its Care Line, it just like pouring water in the sand, almost nothing happen.

My report on [protected] the case still unresolved.
The case : -

1) I have accidently Maybank 2u transfer Rm800 to inactive Celcom account 23 Nov 2018 i have call directly and ask for refund back.
The money is for personal use account Nur Syuhada (my wife) not for CELCOM

2) I have request to refund cash back to my Maybank account (14days)

3) I have follow-up my case everyday every weeks and end up the cash credited to the active CELCOM (This is wrong)
Your staff made mistake report and credit the cash to active Celcom account, now there is deduction every month!

4) We have follow-up the case since 23 Nov until today 29 Jan 2019. I already spoke to 5 Supervisor and request for Manager keep busy.
- Mala
- Punitha Nair
- Fatin
- Haizan
- Chan

4) Today the case still unsloved and my money have deduction from Rm800 to Rm499.00. WTH is going on they keep promising and delay the process due to procedure, I want my money back ASAP!

5) Every time i call the keep promising 14 days refund process, from supervisor to collection account management. Result still the same its already pass 65 days! Latest reply they ask me to pay RM400 back for refund Rm800 full due to procedure! This is a mess and b***sh in CELCOM s.o.p. I have lost my trust on CELCOM please refund ASAP and i would terminated the line ASAP.

It want to talk to someone with authority! I have spoke to all the supervisor every time i called.

Now, I don't know where to turn to and who is responsible in resolving my problem

I wish that 'Celcom' can restore my confidence like early stage when I signed in and refund back the money ASAP.

My report no : [protected]

Customer service call and give me for free try for 21 days... But I need to pay rm50 for the delivery for broadband, this I accept it. After that, the coverage at my area is not good, so I call back and ask to take back. Now, she say need to charge another fee. I say last time when give a try, they only say will charge rm50 for the delivery only. Celcom is such a cheater... Shouldn't try it...

We applied to upgrade our wifi to 200mbps two months ago. A month ago, I called the customer service and asked why we didn't modify our package. They said that they will be revised next month. Last month I called again to ask why, he said they were very sorry and would do so as soon as possible. Two weeks ago, I called again to ask how long it would take. They said that some people will manually modify it next week, but until now, we still use the 20mbps network.

wifi account number：[protected]

my y contact number：[protected]

change to package 100mbps which is RM120 per month

Dear Celcom Mobile Sdn Bhd,

Refer to below complaint made to customer service center:
Report number: #1-[protected]
Date reported: 05.12.18
Account number: [protected]

I am writing to express my concern and utmost disappointment on slow progress and way of customer service to attend the issue. Kindly refer to below chronology for your reference:

04.12.18: I have made overpayment amounting RM1340 to above mentioned account. Subsequently requested for reverse payment and refund back to my Maybank account.
05.12.18: I called customer service center to lodge a report. Report has been made (ref: 1-[protected]) and CS mentioned it will take 21 working days to get back my refund.
14.12.18: I received notification from Celcom via SMS mentioned that my report has been resolved. However, I did not receive any refund payment credited to my bank account. I then called customer service center to follow up on the status, the officer in-charge mentioned reverse payment has been made from this date and will take 14 working days.
01.01.19: I called customer service center to follow up, officer in-charge mentioned refund payment will be credited within 2 to 3 days (14 working days due on 04.01.19) because of public holiday - Christmas and New Year eve.
07.01.19: I called customer service center to follow up again as the refund payment yet to be credited to my bank account. Officer in-charge replied that payment has been made which I shall check with Maybank. I requested for transaction reference number so that I can check with Maybank but officer not able to give. However she will forward this matter to Credit / Billing department to attend my query and suggested I should call during office hour so that finance officer in-charge can get back to me.
09.01.19: I called customer service center (during office hour). Officer in-charge not able to answer my query why is the refund payment not credited to my bank account. He said will get the right person to call me back before 4.30pm, but did not happen.

Note: I have all the detail tele-conversation record and history to confirm this.

Having spoken to many different customer service officers (including of supervisors in-charge), this does not reach the expectation outcome and getting miserable from day to day. I have been left with despair just to get back my refund.

I would demand a competent person to attend this issue and wish for your highest attention from the management to address this soonest possible. Within 24 hours from this letter, I will not hesitate to take legal action and bring up this issue to Consumer Forum of Malaysia (CFM), Malaysian Communications & Multimedia Commission (MCMC) and Consumer Tribunal should I not reasonable explain form Celcom.

Looking forward to hear from you.

Sincerely,
Umar

Purchased 7 days roaming pass to China starting 10/12/18, did not receive the services. Unable to contact customer service at *123#, it shows service is unavailable. Contacted 60196011111 several times, the phone operator claim number is not in service. Try to contact again [protected] on the second day, on the 6th call, which half of the day have gone, only able to get through customer service. Customer service claim something to do with the network settings, followed all the steps yet end of the day is just waste of time. Hence, the worst part is there is only two option in china under 'celcom', china mobile shows no service & china unicom not functioning at all. This is business number, the losses and damages I have face due to your services, who will bare? Very disappointing! Will not pay a single cent for this roaming package.

Dear,

I received a numbers of unknown call from this number [protected] on 29/12/2018, 10:56 a.m, 11:12 a.m and 11:33 a.m. A lady spoke to me about the outstanding bill without introducing herself. Thus, I do not know if she is officially from Celcom Malaysia. She threatening me that she will going to put my name under blacklisted if I'm not going to make the payment by today. She again insulting and humiliate me for my lack of awareness about the outstanding bill.

Since then I asked her if i can have the invoice/bill statement email from celcom for my checking purpose. yet, she replied loudly and very rude to me that this is none of her business and she refuse to provide me the particular bill. Instead, she asked me to make the payment at any ATM machine nearby.

Right after our conversation at 11:33 a.m, a SMS from [protected] is sent to me to provide me the service account number, the payment amount, and the due date 31/12/2018.

I do not comfortable with the call and the SMS, so i made an immediate call to [protected] at 11:44 a.m (Celcom Malaysia Customer Service Centre contact number) to verify the lady and the incident, and I request to have that particular outstanding bill (softcopy) email from the Celcom Malaysia.

However, an employee (lady) spoke to me to mentioned that celcom will charge RM 10.40 for send me an email about my particular outstanding bill. I do not comfortable with this term and i asked if there is any other way i can check my particular outstanding bill before i can make the payment.

yet, her replied firmly that there is no other way i can have a look on my outstanding bill and asked me to complaint to CFM.com if i disagree or do not satisfy with their services.

Therefore, i make the complaint here to express my uncomfortable with the insulting and humiliation from the Celom Malaysia.

With such, I would like to have my particular outstanding bill (softcopy) for my checking purpose before the payment is made, and i would like to receive an official report from the Celcom Malaysia about the parameter action against the employees above.

I have attached a number pictures for your reference. I would consider to highlight this issue to CFM Malaysia if it is remained unsolved by 31/12/2018.

Best Regards

Saya dah bertahun pakai celcom dulu ok internet speed laju tapi kenapa sekarang line internet makin slow.Dah banyak kali complain tp xda apa2 tindakan.Walaupon baru beli high speed data.Daripada 4g terus hilang jadi e..Langsung x boleh guna internet.Kami sbgai pelanggan rasa rugi..Kenapa?pihak celcom tolong perjelas issue ni secepat mungkin atau lebih kamu akan hilang lebih ramai pelanggan.Sangat mendukacitakan.

14 December - confirmed by Celcom dealer and 3 staff that I can port out then port in the put my 2 family under sub line. previously was individual line.
then I upgraded to RM148 to get family package free Iphone 8.
I was being told that the next Tuesday will be able to get my phone.

I am being cheated by your advertisement and your Celcom staff.

till today 28 December - I was told all celcom no more stock and ask me to consider other plan and top up to get other phone or downgrade to other plan.

Who is going to pay for loss of time and the money paid to do port in port out?
who is going to pay for the extra bill being charged on me but i get no free phone as per advertised?

Now I was told promotion ends tomorrow and I cant change my plan. and I cant get back my refund and money paid for port in port out.

I called customer service and till today this hour, no one give me any answer or any help.

Fatin, Chai (10257), Hariz (6373) - they received my call but they is nothing much they can do besides than sending an email which no one ever reply. Ended up no one ever call me back.
I am left waiting with no proper treatment for as a loyal customer who always made prompt payment.

I have sent a report to NCCC.

I am going to send the same complaint to MCMC this minute due to you failed to deliver what is promised and advertised.

Hi Celcom,
my phone like is [protected] prepaid line and I faced many deductions from account and when checked online service page I find them all under service charge!
I called your customer service line more than one time and receive many promise that deductions stop but still deductions going and when ask to talk to a supervisor to explain, cs put me on-hold. really bad experience !

It is with much disappointment and utmost displeasure to inform you that my submission to enjoy an internet plan which i have restered together with a smartphone, have been delayed until today. I have yet to received my smartphone (Huawei Mate 20) up until now. I have also paid my first monthly bill to date. Please take some action. I've asked gdex for tracking numbers but was not given.. so many excuses...I am beginning to feel cheated as i need to use my new smartphone now. Please help or i wll make a report to various departments to see that this processed is made in accordance.
Thank you for assistance.
With regards

...

I was applied above campaign for free SAMSUNG GALAXY J4 on 13/10/2018 at CELCOM BLUECUBE CENTRE MELAKA RAYA, an INDIAN LADY was attended my application. She told me the device is out of stock, and she will register my name in waiting list. She said that already many name in waiting list and she can't promise when i will get the device. She just write down my phone number in a paper and said she will call me once the stock in. Today is 27/11/2018, I called to the indian lady who responsible my application, she didn't pick up my call, I had made hundreds of call! Called to 1111, the customer service just told me that i need to refer to celcom bluecube branches to check the stock as they can't track the branches stock! I had called to Celcom bluecube Muar, Batu Pahat, even all branches in Melaka, no each branch have stock! Info from your customer service, this campaign is until December 2018. And i am not receive my free device until today! What point for you to having this campaign if you don't have stock to give customer? I tried email this complaint to Celcom before, and the customer service just ask me to provide those useless information. Are you going to ignore those name in waiting list once this campaign end?! Such a failed marketing! FREE DEVICE TO EXISTING CUSTOMER BUT DON'T HAVE STOCK! For your info, the indian lady contact number is [protected]., who responsible my free device application in Celcom bluecube Melaka Raya branch.

Hai team, I already made an authorised for my sub line so he can cheking his ac details, yet yr customer service still not allow my sub line to check without main approval. some cust service can chk my authorised that I made for my sub line but some can't. can somebody explain what is going on now?
I feel unhappy on yr service.
Main line tel : [protected]
Sub line tel : [protected]

Plz call me ASAP... Tqvm