Celcom Axiata
Reviews and Complaints

saya mahu membuat aduan melalui medium ini kerana tidak tahu saluran aduan yang sebenarnya. saya membuat aduan pada no telefon [protected], atas nama saya sendiri( chrisna jaim), [protected].
pada 16.10.2017, saya telah menambah nilai kredit saya sebanyak rm 20 dan baki kredit saya adalah rm20.44. saya cuba untuk melanggan internet mingguan pada kadar rm10/minggu bagi 2.o gb internet menggunakan *118#. namun di penghujung step, ia tidak menunjukkkan sama ada langganan saya itu berjaya ataupun tidak dan terus keluar begitu sahaja bukan seperti sebelum. saya periksa kredit saya dan ia masih rm20.44, belum ada potongan .saya tunggu beberapa minit namun saya tidak dapat sebarang mesej sama ada langganan saya itu berjaya. kemudian, saya cuba sekali lagi untuk melanggan menggunakan *118# tetapi perkara yang sama juga berlaku.
pada jam 9.26 am, saya periksa kredit saya sekali lagi dan ia masih rm20.44. dan pada jam 9.33, saya mendapat mesej dari celcom mengatakan langganan internet mingguan saya telah berjaya. pada jam 9.34, sekali lagi saya menerima mesej yang sama. kemudian, saya periksa kredit saya paada jam 9.34 dan 9.35 am, dan ianya berbaki rm0.44 sedangkan saya tidak membuat sebarang penggunaan kredit. di sini saya kehilangan rm10.
apabila saya menelefon customer service yang merupakan seorang perempuan, beliau memberitahu bahawa pada waktu itu terdapat masalah teknikal ataupun sistem (internet), beliau menyuruh saya untuk telefon semula pada keesokan hari kerana banyak panggilan yang menunggu di talian kerana masalah sistem tersebut. beliau juga memberitahu saya yang saya akan mendapat refund kerana masalah sistem tersebut.
pada 17.10.2017, saya menelefon customer service dan bercakap dengan pegawai lelaki. bila saya menerangkan masalah saya, beliau menerangkan bahawa tidak akan dapat refund kerana saya telah melanggan sebanyak 2 kali dan berpunca daripada kesilapan saya. selain itu, beliau juga telah memeriksa senarai mesej yang saya terima dari celcom dan bertegas hanya satu mesej ‘langganan berjaya’ yang saya terima daripada celcom sedangkan terdapat dua mesej yang telah saya terima. saya ada memberitahu beliau bahawa terdapat masalah teknikal ataupun sistem (internet) celcom pada 16.10.2017 seperti yang diberitahu oleh pegawai namun beliau seolah-olah tidak tahu dan tetap bertegas kesilapan ini berpunca dengan saya.

pada 19.10.2017, sekali lagi saya menelefon customer service dan bercakap dengan pegawai perempuan. saya menerangkan masalah saya dan mengatakan bahawa pada hari kejadian, salah seorang pegawai mereka memberitahu yang terdapat masalah sistem pada hari tersebut. beliau juga mengatakan saya tidak boleh mendapatkan refund. saya sangat kecewa dengan perkhidmatan mereka dan kehilangan kredit sedangkan ini bukan berpunca daripada kesilapan saya.saya tidak akan kehilangan kredit sekiranya tiada masalah sistem pada celcom. semasa melanggan menggunakan *118#, tiada respon pada akhir step dan juga saya lambat menerima mesej daripada celcom mengatakan langganan internet saya berjaya dan pihak celcom juga mengaku pada waktu itu terdapat masalah sistem. dan sekarang ini, pegawai customer service cuba menafikan perkara tersebut.
sekiranya kenyataan saya ini tidak benar, pihak celcom boleh mendengar semula rakaman perbualan saya dengan customer pada 16.10.2017 kerana menurutnya, perbualan tersebut akan dirakam. kehilangan rm10 itu tidaklah sebesar mana tetapi saya sebagai pelanggan merasa dianiaya. jika terdapat 10 kes sebegini, ia umpama pihak celcom mendapat keuntungan dengan cara yang tidak betul. saya harap aduan saya ini dapat diselesaikan kerana saya sangat tidak berpuas hati dan kalau perlu, saya akan membuat aduan kepada pihak yang lebih tinggi berkenaan permasalahan ini jika masih belum boleh diselesaikan.

The Jamie's contest recently completed with winners chose which did not complied with the terms and conditions set by celcom. It was clearly stated by the administrator of the facebook page that the winners are based on fastest posting of every clues. Three of the five winners never posted the clues. One used the other winner posting to post to win. It is ridicules to mention that the winners list have been mentioned thus it is final. Please check this matter. It just show a low standard in performing services.

Hi Celcom,

I am a Celcom Users which this month I have moved to my new service apartment at below address.

Mutiara Ville, Block J,
Persiaran Sepang Cyber 11,
63000 Cyberjaya

I am experiencing no Coverage/Emergency Calls only upon entered into my apartment premise, there is no signal at all. A lot of owners who are Celcom users have encountered the same problem like I do.

I would like to request Celcom to investigate what might wrong here, there is no network port/wrong configuration, etc and request Celcom to provide a solution to the users as it is very unfair for the charges vs the services that you have provided. this may lead to terminate the line. Please help! thanks you.

Where has my Celcom Internet run off to?

My Celcom internet is so fast; it has run away from me. Now, I have no more internet. Perhaps this joke is hitting below the belt, but I am frustrated with Celcom. I signed up for the internet in October 2015. I signed up for the RM85 post-paid, but I never bargained for Celcom’s famous service.

For the first year, the internet was fine. Most of the time, I had no trouble connecting to the internet. Then troubles began in October 2016. My internet connection started deteriorating. The computer would connect to the internet with the connection icon showing an active connection. However, I had no internet. Then the internet connection continued to worsen in November and December. Finally, January and February 2017, I could not log onto the internet at all during the night or morning. Sometimes, I could log on around in the afternoon, but that became problematic in February.

When I entered into an agreement with Celcom to pay 85 RM per month, in turn, Celcom was supposed to provide an internet service. As far as I am concerned, Celcom has breached its agreement with me. I filed a formal complaint with Celcom in April 2017 and requested for April’s charge to be removed from my bill. No luck! Unfortunately, I paid for April too although I had no internet. The Celcom staff blamed my computer for the problem, but my computer works fine at my employer’s and coffee shop’s Wi-Fi. Celcom just wants to take my money and offer nothing in return.

I am not sure why Celcom would treat its customers like this, but I will never sign up for post-paid from Celcom again. Celcom has lost one customer forever.

I have noticed when I would come to the Celcom office in downtown Miri; it was always busy with long queues. When I went there September 2017 to close my account and pay the outstanding bill, the queues have disappeared. Apparently, I am not the only unhappy customer.

I have subscribe internet 2GB for a week, and at the same time i have also subscribe to late night internet from 1 to 7 am...it says that my late night internet subscription expired until 18/9/2017, and i have renew my weekly subscription on 12/9 as well...i surf live video streaming from 2.45 pm until 4 pm, i thoughts that i am watching video using my unlimited late night internet, but it turns out that i am watching video on my 2gb weekly subscription, and now i only have 30% left on my quota...my late night internet is still on time, but why my internet browsing did not use on the late night internet but instead using my weekly subscription?

My name is Izhar.I would like to complain about celcom coverage too slow.sometimes line went to roaming.is there a way for you to fix this? I leave at lot 80010 kg embun, km 16 jalan maran temerloh, Pahang.hope something good came out.celcom line internet is important for me to do my job.as far we know most of the job need to use internet.realy need you to fix it.

Kejadian berlaku beberapa kali terhadap saya yang mana dua ringgit dari tambah nilai saya 'ditarik'/'dipinjam' oleh celcom buat beberapa jam sebelum nilai itu dipulangkan kembali. Kerugian yang saya alami dari segi masa dan wang berikutan kesilapan dan kebodohan ini adalah sesuatu yang saya amat amat kesali. Saya berharap pihak celcom dapat menyelesaikan perkara ini secepat mungkin kerana perkara ini menunjukkan ketidakmampuan celcom untuk menyediakan perkhidmatan terbaik buat pelanggannya. Disini ada saya sertakan

I came for an enquiry about a blacklist matter. We went to the nearest telecommunication shop that provides Celcom at Aeon Mall Kulaijaya. A worker recommend to go to Celcom Branch at Kawasan Perindustrian, Jalan Tampoi. The time labelled '9.00am to 6.00pm'. The label clearly referred as it (Celcom Branch at Kawasan Perindustrian, Jalan Tampoi) will be closed at 6.00pm but since we reached there roughly around 5.15pm, we realise the branch closed at 5.00pm. With unsatisfactory, I questioned one of the staff of the branch on why they are closing on 5.00pm. He said that they usually close on 5.00pm and added that was even written on their signboard. They also even add that it was an old label. I became unsatisfied and told that their branch at Aeon Kulaijaya labelled that Celcom Branch at Kawasan Perindustrian, Jalan Tampoi was labelled it will be closed on 6.00pm. My anger rosed and I say that I will complain about this carelessness about Celcom. I was in deep unsatisfactory because I had come from Kulai to reach there and it's very far and this is what I get for coming so far? I am really annoyed by their bad service. Celcom needs to answer about my disatisfactory. No one should be happening to any other customers in the future...The authority must take any legal action against this schecule

Saya sebagai pengguna tidak berpuas hati dengan perkhidmatan talian celcom. Sekiranya ada masalah, di minta untuk memberitahu kepada pelanggan. Bukan hanya senyap begitu sahaja. Talian celcom sekarang tidak sama seperti dulu. Banyak masalah lebih lagi kepada data internet. Jika begina cara perkhidmatan yang di beri, adalah lebih baik kami sebagai pelanggan bertukar kepada talian lain. Sila beri maklum balas. Perkara sebegini telah banyak kali berlaku. Tolong ambil perhatian berkenaan perkara begini.

Saya:
Syazlianira Shaharani
[protected]
[protected]

Suami:
Mohd Fahmi Mazlan
[protected]
[protected]

24.8.2017
Saya (Nira) dan suami telah datang ke celcom dealer tesco ampang untuk membeli pelan celcom Rm98 bersama telefon jenama samsung j7 pro.

Di awal perbualan saya sudah maklumkan pada Mr.Franky bahawa saya menggunakan nombor [protected] yang didaftarkan atas nama suami Mohd Fahmi bin Mazlan [protected] selain [protected] yang digunakan suami.

Mr.Franky seakan faham apa yang saya maklumkan dan memberitahu kami harga samsung j7 pro dan pelan Rm98 sebulan.

Kemudian dia menghulurkan borang untuk diisi oleh pemilik nombor tanpa menerangkan butiran apa yang perlu di isi.

Saya ada bertanya butiran saya atau suami. Dia memberitahu bahawa suami saya Mohd Fahmi yang perlu mengisi borang tersebut kerana perlu tandatangan dan salinan ic owner.

Maka suami saya mengambil borang tersebut dan mengisi butiran beliau iaitu nama, no kad pengenalan termasuk nombor telefon yang digunakan suami iaitu [protected].

Selesai buat bayaran dan pulang ke rumah. Beberapa jam kemudian saya menelefon pihak celcom dan diberitahu pelan yang saya gunakan masih pelan lama dan belum ditukar.

Pada jam 830 malam saya dan suami datang semula ke celcom tesco ampang dan berjumpa dengan Mr Franky, dia merujuk borang yang diisi suami dan memberitahu telah upgrade nombor [protected] seperti tertera dalam borang.

Saya meminta dia untuk menukar semula kepada nombor saya [protected] tetapi dia mengatakan branch sudah tutup dan hanya boleh tahu pada esok pagi 25.8.2017 jam 10.

25.8.2017
Pada jam lebih kurang 1030pagi, Mr.Franky telah menelefon suami dan memberitahu pelan Rm98 untuk [protected] tidak boleh ditukar ke [protected].

Setelah dimaklumkan oleh suami, saya segera menelefon celcom untuk memberitahu masalah saya.

Disini saya sangat tidak berpuas hati dengan layanan yang diterima oleh celcom dealer tesco ampang kerana tidak mahu bertanggungjawab atas kesilapan mereka.

1. Pada mulanya saya sudah memberitahu bahawa saya yang menggunakan nombor [protected] yang mana didaftarkan atas nama suami.

2. Untuk makluman, nombor suami [protected] baru sahaja di upgrade dari pelan lama ke pelan Rm80 sebulan. Jadi tak mungkinlah nombor yang sama mahu di upgrade lagi?

Mohon pihak celcom membantu saya untuk:

1. Downgrade semula pelan nombor suami [protected] dari Rm98 ke Rm80 sebulan.

2. Upgrade pelan nombor saya [protected] kepada Rm98 sebulan.

Jasa baik anda amat kami hargai.
Terima kasih.

I will like to make a strongest compliance to your careline team, They been wasting my time to keep on make porting (from Celcom to Umobile) with 5 times failure. One manager to another manager keep talk on empty promise and excuses and can't solve this issue more, than 4 days. This wasting my time to contact and totally loss confident to your centre.

Also more angry today (22 Aug) careline on duity manager, name Mohd. Syazwan. He been give me worst impression and very unprofessional service on me. He the worst story explain and let me got feeling to challenging on my bottom line, I feel no choice to claim for my Consumer right by direct complaint to Consumer association.
Your team want to be favourite, I will help you with full force to share my worst experience in all in social network!

He ask for it, I will do it for u

I am very dissatisfied with the plan, the line is so unstable and always go to maintenance without informing us.

So i decided to port out on 23rd July, and my bill cycle was on 13th every month. However, instead of pro-rated, celcom charge me the full amount on my bill even i only use for 10 days (13th July - 23rd July).

I understand that it is stated in the T&C, but it make no sense at all. This is the worst operator and provide the worst after-service i ever met, even maxis, umobile and digi using the pro-rated approach when i port out last time. The worst part is, i ask the bill from the celcom center but they can't provide me a proper official bill statement because i port out, what a shame!

Well, i will pay for the bill, but i will never back to Celcom again. Worst operator ever.

Kin
+[protected]

Hi Celcom,

I have just spoke to your customer service consultant, Mr J. Sarathi with his ID No. SA [protected] which I gave a very bad feedback and comments with regards on the DATA USAGE! Reference Feedback No.: 1-[protected]

I understood that Celcom has quota for 20 GB Weekdays Data & 20 GB Weekend Data upon my subscription of First Gold Plus Plan.

Something which I'm not happy about it is that I don't find it logical to set or fix your consumer on the usage for the Data that we are paying every month for it!

I would prefer if all the 40 GB Data to be utilized upon anytime on our usage control without any quota that is set for Weekends and weekdays!

I would willingly to pay for the ADD ON Data if I over used all the 40 GB DATA but not if I still have remaining 20 GB Weekend Data which I do not have the flexibility or option to carry forward to use my remaining Weekend 20 GB Data to the other days but instead I need to buy additional DATA which the price isn't reasonable at all!

I also would like to feedback on the instant problem solving services that should have in your company on consumer issues to be resolved immediately! Because as a consumer call-in to speak to your customer services, your customer service team could only help us as a consumer to write a feedback enquiries that would at least take 5 working days to be reviewed by your team rather than having the right higher authority to resolved our problem immediately! This doesn't solve at all!

Please look forward into this matter seriously because as your loyal consumer, I find it ridiculous for me to pay additional ADD ON Data instead I still have remaining data that I could utilities with the flexibility that you could provide to us.

I believe I will expect a few days for your side to get back to me, so I have no choice to purchase your ADD ON Data as I have important appointment to use for my business which requires me to use the Data tomorrow. So I would expect to get a refund from Celcom upon my Purchase for the ADD ON Data subscription as I am not happy and satisfied that I can't use my remaining 20 GB that I can use it anytime I want to!

Lastly, Mr J. Sarathi is very patient on my complains and angry feedback towards this matter and he handle it professionally. So I would like say that he has done his part as to his profession, I believe he has a better future in this industry!

Please get back to me ASAP and looking forward to hear from Celcom Team soon!

Regards,
Brandon Lim Chuan Lok
[protected]
[protected]@yahoo.com

Hi. I am TENG. Previously celcom customer. I want to complaint a rude staff at celcom service centre at alor setar, who name Aishah. I go there to inquiry my phone charges, which celcom charged me for one month full payment of rm 80 while I am only use the network for only one day before I change to maxis. It is totally ridiculous and your company is try to cheat the customer. The staff who name Aishah is very unfriendly while explaining to customer and is blaming the customer that not come to consult the celcom staff before change to other network.
When I go to sign up the network previously at celcom Center at aman central, the staff there never explain to me about the charges will charged for one month even its only use for one day. It seem have hidden term and condition and try to cheat the customer. When i change from celcom to maxis, it's took me about 5days. The delay of your staff cause me need to pay for one month charges since I only use it for one day. It's totally unfair.
I hope celcom can improve the quality of their staffs and the whole charges system. And try to waive my charges for this. Thank you

Hi. Im dr.foo, celcom existing customer. I would like to lodge a complain the incident that happened to me at Celcom outlet The Garden (KL) on 25th july around hour 1600. I visited your outlet for reason acquiring new iphone. The young malay lady ( i do not know her name) attended me so well to explain patiently about the plan and etc. However i was about the get new phone but due to the IC not with me, i need to get back to car to get my IC. At the meantime, i want to pay my current bill, one of the staff instructed me to get number from teller machine. I did what i have been told. At the number teller machine there, a rude Malay guy staff( i dont his name) asked my so rudely " u nak buat apa? nak bayar bill pergi teller machine". Then i was confused and felt being rudely treated by your trained staff (especially the malay guy). Then i went back to counter and politely ask again why the staff gave different instruction. However the supervisor ( named liyana) doesnt answer my question and tried to neglect me. And i told her again and ask why u guys give different instruction and why that guys so rude to me.And said " i tak faham soalan you la". So now im writing the complain and this has spent my precious time to explain to your department . I wish i can get a good explaination from your company. Celcom outlet in the Garden, not kota raya or pudu outlet, prestigous location and high class mall. This is not right for celcom to treat your loyal customer. You should train your staff to serve your customer better. If i did not get any explaination. I did not wish to be your customer anymore.

Sirs & Madams,

Please refer to my Monthly Statement for May 2017 & June 2017 - please reverse me the charges for RM 9.00 + RM 12.00 to my Celcom Account. Please stop send me those rubbish SMS and stop disclose my particular without permission to those marketing or sales for avoiding those rubbish sms.

Or else, I will direct report to consumer department that CELCOM simply charge to consumer without permission approved and without our notification.

Your reply and action is highly appreciated.

Hey Celcom! I'm paying every month and what i get is constant connection lost? The 4G connection is even slower than the H+? I've made calls to service centre.. And all you said is to change my 4G to H+? If that so, what for you promoting your 4G package for your customers? And the internet connection is not moving at all for most of the time!

To whom its may concern.

In 2013, I bought porta wifi frm celcom dealer located in PJ. I have requested the dealer to check on the connection because I live in Puchong and most of the network providers told me that the connection is very poor thus they rejected my request but this dealer checked in their list and told me its CELCOM territory so the line will be good. I purchase it and went back home to try and noticed that it was not loading at all. I kept trying for few days then decided to call CELCOM and made a complaint and asked them to terminate the service. After few months I received a legal notice. Again I called asked them to terminate the line but no action taken instead they asked me to walk in to any CELCOM branch which I did and made a complaint in CELCOM Jalan Ampang. Until today my name still black listed and yesterday we called the call center again they asked me to walk in to celcom branch. Please solve this asap otherwise I have no choice but to for legal case.

Im using prepaid celcom and I love internet add on plan especially walla video before but today im very disapointed. I cnt watch video after I subscribe add on plan (Video walla) so I decide to check the internet kuota for add on internet plan, it state that i'm not subscribe to any add on internet plan. I try to subscribe again n it state my subscription is successfully... Then I try open the video n I still cnt watch it so I check again my internet status for add on too bad it still state i'm not subscribe any add on internet plan... I try 3 times n it deduct my credit 3times n what I gt is dissapoinmnt. Solve this problem... I'm really love celcom. So please, improve ur service to gain trust n loyalty from ur customer if u want to compete with maxis. Thank u.

To whom it may concern,

I would like to make a complaint about Celcom's poor customer service. My phone number is +60 [protected] and there have been frequent issues. I made a payment on 11 June 2017 through FPX (RHBNow) and my line was barred starting from 19 June 2017. I called your careline at first and your staff told me that they haven't receive my payment, and it could be take at least 3 working days to process plus I paid it during the weekend. So, your staff told me to send an email with the screenshot of the proof of payment to Celcom. Before this, I even called RHB and they clarified that the amount was deducted from my bank account. I sent an email and I got back a reply saying the processing period is within 3 to 7 working days but there was no update even after few days. I called your careline again to get an update on this as my line was barred again after they activated it and the staff helped me to make a report ( Report# 1-[protected] ). Your staff then told me it is still processing and they promised not to bar my line. But again, the system automatically barred my line which indicates I have an outstanding bill.
Obviously, there is no one following up on this issue and this makes me very disappointed at your poor service. I called your careline to follow up every day as my line was barred after I called to activate my line each time, this happens continuously for more than 2 weeks and yet there's no one that is able to solve this problem. This issue has been going on for such a long time so I requested to talk to the manager because I'm tired of repeating myself every time I call in but the staff answered me saying every staffs can solve this problem. Try to imagine if your line was barred continuously for more than 2 weeks and your business is ongoing, will you tolerate this?
I have tolerated enough and will not continue to do so anymore. I called your careline mostly since my line was barred and I didn't even use Celcom line service at all, do I still need to pay the bill in this case? I believed you can check in your system and find out how many times I called Celcom careline. I even went to the customer service outlet and asked, they made a report, activated my line, and the next day my line was barred again. The staff in customer service outlet told me the staff name that made the report and her staff ID. Her name is Balqis ( Staff ID: SA [protected] ) and she did get back to me once but there were no updates from her after.
I hope to get a reply today as this problem have been troubling me for awhile. I don't feel like exposing my story on social media and I am sure you do not want this to happen too. I'm so disappointed at your poor service, Celcom. I think Celcom should take initiatives to update your system because it sucks and train your customer service team to be more professional.
I have attached the email I sent to Celcom and the proof of payment. Please solve this as soon as possible. Thanks!