Celcom Axiata
Reviews and Complaints

Celcom always charge me for the service I have never subscribe before. Two months ago they charge me RM6 for game hero that I never subscribe or play. Now my bill got additional charges for RM1.52 but I dunno what is the charges about as I couldn't view the bill. Celcom have stop email the bill and just want me to pay using the web. Will you pay for additional charges that you don't even know? Is it fair? All this never happen when I use Maxis

I signed up for an iPhone 8 plan on 13/6, I was told that the phone will be shipped from West Malaysia which will take about 2 weeks for delivery. I waited and finally decided to ask the person in charge and she told me that my delivery was delayed because wrong colour was shipped. I find it extremely irritating because I wasn't notified or given any sorts of explanation if I have not asked. It was an extremely unpleasant experience. I hope they'll improve their service because it's way too bad.

This is michelle and I encountered these intolerable problems with celcom:

1. System failure - failed to capture my exact bill. It caused me to underpay without acknowledging it hence, late payment
2. Barred the service for my number (because of the late payment) without notifying me earlier
3. Failure to update me regarding the new celcom life app (I was still using the old app which displayed incorrect info about my account)
4. Incorrect info from customer service line - I was told that unused data was carried over to the following month but there is no such thing, as told by the staff at the physical store.
5. Failure to bear the aforementioned responsibilities when I approached celcom staff at physical store and I still have to pay for the outstanding charges which was completely due to their weak system and service.

Celcom is [censored]

Dear Celcom,

saya adalah seorang yang sangat "LOYAL" / SETIA kepada celcom.. dah guna celcom banyak tahun.. baru-baru ini, handphone saya rosak.. saya ada nampak iklan celcom buat easyphone.. saya fikir, dah guna line lama, so harap ada benefits sikit la dari celcom kepada pelanggan setia.. baca dekat internet ada easyphone.. so saya p ke bluecube Sungai Petani, Kedah.. staff celcom tu cakap nama saya ada call pernah kena barred. jadi kena tunggu 3 bulan baru boleh nak apply phone baru.. tanpa upfront payment.. harini 18/5/18, saya call celcom HQ untuk doublecheck call barred saya tu tarikh bila.. (sebab saya tak ingat).. lepas tu pegawai celcom check, dia kata saya boleh apply phone.. tak ada masalah.. dia check nama saya katanya "no record".. so saya terus bergegas ke celcom bluecube semula utk dapatkan handphone baru.. sebab pegawai tu cakap bawa ic saja, boleh ambil phone baru, tanpa sebarang bayaran, sebab saya dah guna line celcom lama.. jadi saya p semula ke bluecube, tiba2 pegawai tu cakap nama saya ada call kena barred.. tak boleh nak dapatkan phone baru..!

jadi dekat sini, saya rasa pissed off sikit la.. mula2 pegawai bluecube sungai petani tu cakap tak boleh.. lepastu tadi saya call HQ, dia cakap boleh.. lepas tu saya p balik bluecube, dia cakap tak boleh.. apa benda semua ni? saya kena tendang macam bola.. come on la celcom.. sebentar tadi saya call semula celcom HQ dan bercakap dengan pegawai perempuan.. Cik Yan dari Celcom HQ.. dia kata nama saya ada tunggakkan RM27 ringgit berapa sen saya tak ingat.. dia kata kena bayar yang tu dulu.. lepas tu tunggu 3 bulan baru boleh ambil phone baru.. dia kata disebabkan sistem masalah, handphone saya tak kena barred sekarang ini... apa benda semua ni? saya cakap dekat dia, sistem masalah bukan salah saya.. kenapa celcom tak barred saya punya phone? betul ka sistem celcom masalah? kalau mcm ni saya nak tukar line lain la kepada sistem yang lebih stabil.. tak sangka la celcom punya sistem masalah...
saya rasa kecewa..

terima kasih celcom.
saya rasa kena fikir cara nak selesai kes ni sendiri.. sebab celcom mungkin takmau dengar pun apa masalah saya..

I just want to let your BOD or who ever related know about your [censored]ing process to change sim card are lousy and stupid. I went to you Celcom cube in Alamanda on Tuesday. After 1 hour wait my number turn up. With my mom NRIC and hp in my hand i want to proceed changing sim card to nano sim iphone. However your [censored]ing stupid cs still request authorization letter. I said to her I can make a letter straightaway and please tell me if you know if who is signing the letter. My mom has knee injury and cannot walk. Just changing sim card you [censored]ing process costing me parking and time. I went to Umobile kiosk and wallaaaa by paying RM10 the sim card can be used to Iphone. What the [censored] authorization letter needed just to change sim card if I'm holding my mom NRIC and handphone.

1-May-2018 (9pm-10.10pm)

I bought a new iPhone8 Plus 256gb from BBS Distributions Sdn Bhd (Celcom authorised reseller) which is located in eCurve. Acknowledging that most telco companies will not accept faulty phone returns after they walked out the premise, this case happened according to the sequence as below;

1. i have signed an iPhone 8 plus 256GB plan with celcom of First Gold Plus of RM98/month together with the upfront payment of RM700.
2. after the purchase the sales person was setting up the phone for me
3. after setting up the phone the sales person returned the phone in to its box
4. i took the box containing the device and left the premise.
5. Salesperson explained gibberish to me on the breakdown for the payment that i have made.
6. Bare in mind that the sales person never asked my to check my phone and my hands were never on the phone while i was in and until i leave the premise.
7. i went for dinner with my siblings nearby and took out my phone to check then noticing that there are 2 minor scratches on below and above the power button and no receipt was given
8. Called the sales person up and inform him about it and he told me to bring it to machines
9. Then we went to machines, and they told me that they will not accept any phone returns if it is not functionally faulty and they told me to bring the phone back to where the phone was purchased
10. Then we went back to the BBS Distributions and consulted the sales person, he was unable to give me a solution and directed us to a presumably supervisor of the premise.
11. The supervisor told us that we should bring it machines instead and we told them we have already did and they directed us back to BBS Distributions.
12. We went back to BBS Distributions telling him that we only realise that there were scratches on the phone during dinner and he retorted by saying they will not take any responsibility for devices that has exited the premise.
13. The supervisor called up his manager and told us that they will not be responsible for the scratches on the phone because we have already leave the store after the purchase.
14. Meanwhile my sister called the Celcom Hotline and they said that the store should be responsible even if the phone has exited the store.
15. The supervisor then told us that he did not know what happened during the sales procedure also unable to provide us with a solution. Aside from that, he showed no mercy using the salesperson as a scapegoat by pushing all the responsibilities to him. We heard him asking the salesperson "how now?", "What do you want to do?", The company confirm wont take back the phone.
16. We can see the salesperson being so helpless in this situation but mistakes are mistakes. After spending so much money on the phone, people dont expect it to be faulty right?
17. The supervisor and the sales person went to the back of house office, probably to check the CCTV if it was confirmed that i have never lay my hands on the device in the premise.
18. We could hear the supervisor screaming though it was inaudible, we kind of know that the sales person was getting screwed by his supervisor for the mistake of not asking the customers to check their devices before they leave the premise.
19. Then we now ask for the receipt that they were supposed to give us during the purchase of the device.
20. After spending an hour and ten minutes there without any constructive solutions, we asked for all the staff names and contact numbers to be used in lodging a complaint to Celcom and KPDNKK.
21. It is desirable that Celcom will be able to provide an exchange to the device that i have purchased.
22. Celcom should also have a more stringent quality control on their authorised resellers and take action on such resellers for being irresponsible and such bad after sales service.

What is this kind of cs you provided to customer
I recommend all my friends and family members to support celcom. Now currently your network speed very weak. I make a complaint and aspect ur improvement. U asked me speedtest many times, but u r not believe the results, only know to told me reset network, restart phone and lastly u really make me mad > is that celcom cs always asked your cus change network to 3g to solve the network failure problem

I introduce many cus to you, my payment never late and now.. U served me like this kind of [censor] services

Be it indoors or outdoors, the reception is really bad. I'd get disconnected from calls all the time & unstable. It takes ages to load a page. Has been like this since I moved to Setia Alam 1 and a half years ago, I've called customer service to give a feedback and try to find out what was the problem and the response I got was nothing helpful. Everytime I call and complain, they would tell me that "they don't plan to do anything about it" which is ridiculous as the population here is growing fast and it is frustrating. Not getting what I paid for, my 20g data is useless if I can't connect to the internet.

I am writing to dispute the roaming charges in the amount of RM19.88, RM159.89 and RM 130.60 on my account for the month of December 2017, January 2018 and February 2018 respectively.

The charges are unwarranted and baseless because these charges are imposed while I am in Johor Bahru and I did not travel to Singapore at that time. The data-roaming setting on my phone is always switched off. I have forwarded my complaint letter with my passport copies to support my claim. However, CELCOM dismiss my complaint even it is beyond reasonable doubt that I am not in overseas at that time. The answer I get from the customer service agent is that the charges are valid.

I request CELCOM to conduct a proper investigation to settle this issue professionally and that a full rebate on the disputed amount and any further roaming charges in March 2018 statement, if any be credited to my account ASAP. Or else, I have to take my complaint to CFM or MCMC.

Please contact me if you require me to submit any documents to assist in your investigation.

Regards
Heng Lee Ling
[protected]

Today 21st feb 18, at 1.30am I went to said location and my turn came up at counter number 4. I enquired why bill was sent to my husband email. Her reactions and actions are:
1. Unprofesional behaviour such as moody face
2. Can see anger in her
3. Not knowing how to handle issues
4. To blame the system for being slow

Suggestion:

Kindly improvise celcom counter services as we can see there is lack of customer service in the said branch! Are there having internal issues back there? Or thats is just how celcom blue cube act and serve the customer?

Solution to my problem:
None frm their side infact I am the one whom given them suggestion and if I did bot highlight about "apologising" lol... It will never happen. Yes she said sorry but after I said so with sarcastic tone!

Tq so much celcom for treating us tgis way! We dont deserved it!

My supplementary line [protected] has been inactive since 25 Jan 2018. at least 15 calls made to celcom and they say its not active when I did not request for termination and all I get answer is they are looking into the technical issue. Then I went to setiawalk blue cube and the person said its SIM card problem and got it changed. suppose to be active in 24 hrs and till now nothing happen. Poor and incompetent services of celcom prompt me to change to another provider but the message says there is outstanding amount. when I call celcom they said no outstanding. I am stuck.

Dear Celcom,

Reference from website "Contact Us" lodged: 1-[protected]

I feel that i have been absolutely ripped off by your esteemed company. I have called in to your careline twice. Once during mid January and a second time during 24th Jan 2018 @ 1:30 pm

1st Conversation to CS: To know when is my NewPhone plan 1 year up so i can upgrade to a new phone. Your CS said he does not know and told me that i can only do so at the exact outlet i signed my NewPhone device at. Luckily for me, i remember and know where but what kind of flexibility are you offering? This is beyond horrible.

2nd Conversation to CS: To know that since there is no new device for the NewPhone plan, what device can i change to?

I cannot get a refund of my money? I am paying RM240 + RM98 (Basic Device monthly installment + NewPhone RM20 upgrade fee + RM50 Device protection) per month for the past year which means i have paid about RM2, 880 for the iPhone 7+ itself nevermind i dont mind since all the perks are still ok if i can get a new phone but Celcom has not launched EasyPhone back in Jan 2017?!

and this is what your Customer Service person which left me on the phone for 5 mins to check told me. Sorry sir you cannot get a new phone. Our newest phone for NewPhone is Android. So when i check further, the best phone i can get now is RM170 for a Huawei P10 Plus?! Are u serious or joking. I am downgrading and i am forced to get only a limited like 5 device selection of horrible phones. The EasyPhone plan is the almost exact same thing as the NewPhone plan, to add on to that the iPhoneX is priced as you see per below table...The same exact amount I am paying for an iphone 7+ when the retail price is double of that!

My complaint is that if you terminate the newphone plan why is it that all iphone users that get the newphone plan cannot enjoy the selection on the easyphone plan if it is basically the same thing alltogether?! Or at least offer your customers to migrate to the easyphone plan hasslefree?

I feel you have left me in a bind and that i was tricked into the Iphone 7+ NewPhone plan. Your promise given to consumers was that we will be able to get the newest phone after 12 months if you throw in the RM20 add on monthly installment.

I would like a senior CS or head of marketing to answer the above properly or i plan to take further action on this unfair treatment.

Note: I even read your T&C clearly on the NewPhone prior to subscribing to it so if this is how you are going to treat your customers. I am lodging an official complaint to the relevant Government Department for further action.

Attached: 2 images from your website which clearly explains my dissatisfaction.

Please clarify did your CS inform me wrongly or is Celcom telling everyone on the iPhone 7+ NewPhone plan for those that subscribed back in 2017 that they have been screwed over! To repeat, your CS which clarified with his senior said: I cannot even get the new iPhoneX because im not on EasyPhone! Please pick an android only phone.

Untuk makluman saya telah beli talian hp [protected] pada 7 disember 2017 di booth celcom perhimpunan umno pwtc.. namun sampai hari ni.masih tak online lg no saya.

Pada 14 disember 2017 saya telah ke celcom jalan gurney kuala lumpur dan mereka maklum bahawa no akan diaktifkan pada 24 jam setelah mereka maklum pada group yang menjual no ini setelah di nasihati melalui telepon cuatomer service celcom.

Sehingga hari ini masih tiada aktif lg no tersebut.

Saya amat dukacita dan tidak berpuashati dengan pihak celcom . Ini amat memalukan sebiah organisasi besar seperti celcom. Dan vendor yang dilantik amat tidak bertanggung jawab serta terus terang saya katakan sebagai PENIPU. Ic saya di salin dan ini amat merbahaya.

[protected]

Saya pengguna celcom pospaid telah membuat aduan mengenai masalah rangkaian yang sering hilang yang berlaku selang 3minit di semasa menggunakan data..Apabila aduan dibuat feedback akan dihantar yang mengatakan masalah telah diselesaikan dan selang beberapa minggu masalah yang sama berulang..Apakah perlu aduan dibuat sepanjang minggu?Mohon Tindakan.

i received this message via my Whatsapp :
"TAHNIAH" No Sim-Card anda di
{👉013-505-XXXX}
terpilih jadi jutawan, menang bonus free
from CELCOM SDN BHD.
Serial/pin pemenang anda {👉[protected]}
untuk tebus hadiah, , ,
sila layari laman website kami di
{👉www.bonusfree2017.jimdo.com} atau WhatsApp No
{👉[protected]} CHE MOHD FARIS BIN FIRDAOS
terimakasih.

dulu saya pengguna maxis dan telah bertukar kepada celcom kerana saya dengar celcom adalah line yang bagus... tetapi... malang sekali saya terpedaya... line celcom adalah line yang paling teruk saya pernah jumpa... saya sering bermain game.. dan game saya menggunakan data... setiap kali saya mula main game saya akan menerima mesej "please try logging in again" every time ye bukan sekali dua... saya berasa sangat rugi dan kecewa kerana saya telah membeli data 10gb dengan harga rm50... saya rasa saya telah ditipu oleh pihak celcom.. bukan itu saja.. ketika saya di pejabat... line celcome terus tak ada.. even didalam lif pun tak ada line.. apa ni?.. kalau sesuatu berlaku bagaimana... sejujurnya saya menyesal memilih celcom.. nama gah tapi line tak segah namanya... minta pihak tuan/puan tolonglah perbaiki servis anda yang worst ni...

Hai saya Nazim...saya ingin membuat aduan tentang coverage atau line atau perkhidmatan celcom di kampung saya takde service langsung sedangkan menara pemancar dah pun dipasang tapi sampai sekarang masih takde line lagi...jadi saya adalah pengguna celcom selama 6 tahun ingin meminta kerjasama daripada pihak celcom untuk mengambil tindakan selanjutnya supaya kampung saya ni dapat menggunakan perkhidmatan celcom dengan baik..sedangkan kampung saya ni pada ketika dulu boleh dikatakan separuh daripada penduduk kampung ni menggunakan perkhidmatan celcom.. bagi saya sendiri pun yang menggunakan perkhidmatan celcom selama lebih kurangb 6 tahun ni...line kadang2 elok pastu no service tapi yg eloknya sekadar membuat panggilan je ...untuk internet memang tak dapat langsung...dengar ini saya bagi wakil seluruh kampumg saya ingin meminta kerjasama daripada pihak celcom untuk menambahbaikan service di kampung kami ni...saya harap mesej ni sampai kepada pihak celcom dan mengambil tindakan dengan segera...terima kasih (Lokasi Kampung Bendang Pak Yong Tumpat Kelantan)

hi. i am currently on the first gold plus postpaid plan (40gb) and i have redeemed my free 100gb video walla on the 27th of october 2017. when i checked the expiry date on celcom postpaid app, it stated that the offer will be renewed on the 27th of november 2017 so its a complete 1 month cycle. but when the last tine i check which was two days ago (10.11.17) the expiry date has been brought earlier to 13.11.17 which is the date my monthly bill cycle will be renewed. i have only used the free 100gb video walla for two weeks. can you please set the cycle to the 27th of each month buy today (12.11.17) before 10pm please.

Being a giant player in worldwide telco industry, the call centre is totally not helpful and informative. First, I asked about the Huawei Mate 10 package and I repeated it few times but the operator were totally clueless about the existence of Mate 10. Fine. Second, I requested the contact number of Midvalley branch. He put me on hold and when he came back, he provided me the location wtf. Third, I requested the CONTACT NUMBER again, but the colleague sitting next to him taught him to say that THEY DO NOT PROVIDE CONTACT NUMBER OF THE BRANCH. Can you please include the quality enhancement of Celcom Support Centre in your major internal reorganisation of Axiata?

When a customer first join the plan selected, he will be charge a prorate amount for the monthly charges based on the joining date for the Invoice period.
However, when a customer exit the plan or switch to a new service provider, the monthly charges is not prorated based on the exit date and the full month Invoice period is applied.
This happened to both of my accounts (Account Nos: 169983 & [protected]) when I decided to switch to a new service provider for the month of April 2017.
I hope Celcom will be consistent in their charges when a customer join or exit their services.