Maxis Communications
Reviews and Complaints

Staff 1 : Nazar (ID No. 10024)
Staff 2 : Ahmad Fairuz Bin Ismail (No ID)
Location : Maxis Centre, IPC Shopping Centre
Date incident 1 : 19/05/2018
Date incident 2 : 02/06/2018

On 1st date of incident, I got incomplete documents information from staff 1 and he deny it on 2nd date that I came. Then, the staff 2 was explaining in disrespectful way.

Few days ago after heavy rain near Permai Kaya sdn bhd factory at Kota Kinabalu, Sabah. Current signal network getting weaker and constantly changing cell tower that my phone want to connect. At some point it could reach Egde signal which is 2G. Hence i couldn't do my job which mostly using internet connection. Been waiting for 3 days as I hope the technician would repair it. But here I'm made this complain which the problem is not solved yet.

I've been with maxis for years. I bought Internet data monthly which last for 30days with free 60gb data(1am-7am), 2gb on weekends but no data can use for this free data given. Time given to use data is not really suitable, such a wastage . I've monitor my base quota from earlier and looks like that surfing consuming my base quota though i just got claim my free 1GB daily, special data for weekend & special data for 1am-7am. All free data given is such an useless and such a wastage. My place also no good 4g service here in Sook, Keningau Sabah. Please do some improvement, maybe can give customers allowances to choose which data to use through hotlink application.

My number : [protected]
I have received a message that take my balance from unknown resources that I dont know.
For your information, I dint subscribe any game as like a message sent to me.

I want get help of maxis tu delete and cancel off all the payble subscribe under my number.

Below is the attachment if screenshot of message that I received before.

Thank you.

I am frustrated with the level of urgency and efficiency demonstrated by the staff, including the store manager given the long que and waiting time at the outlet. I am currently at the outlet and have been waiting for atleast 40 min.

Staffs are moving around leisurely, while talking behind the counter instead of trying to clear the waiting customers. Pace is extremely slow.
I would suggest that in such busy environment, the store manager should be proactive to mobilize other floor staff to the service counter instead of doing stock checks management which should have been done before the shops opens.

The work ethic at this outlet definitely does not demonstrate efficiency nor speed. I believe this needs to be changed if we hope for a more progressive Malaysia.

Thank you.

Hi Manager in charge,

I went to Japan from 10/4/2018 to 17/04/2018, during the flight to Japan
I had added a sim card to my duo vivo phone and off the maxi data usage (sim card no. 1)
until I return to Kuala Lumpur

Today I had received the maxi bill but charging me RM 38.00 for 7 days during the same period,
I would like to know why there is an additional charge even after I had switched off the data roaming?

I would like to request Maxi to waive or cancel this charges.

It seems like Maxi do not have a complaint email address, I had no choice to post it here.

Pls advise

From : Bestpac Engineering Sdn Bhd Vincent Lim
Tel: [protected]
email: [protected]@gmail.com
Account No: [protected]

30/5/2018
time tu tengah lunch hour, saya datang maxis centre at klcc, and pelayan yg layan tu adalah perempuan. tapi bila I tgok betul2 rupanya tu staff baru. seriously I hate it how she treat me.. kalau betul staff baru belajar, jangan lah muka tu confident sangat dengan information yg u bagi tu.. tahlah info yang dia bagi salah, pandang atas bawah rupa I ni macam nampak miskin, selekeh. Bila lagi banyak I tanda, end up minta orang lama yang tolong terangkan tanda minta maaf or lemparkan senyuman. incident ni bukan baru I kena but tiap2 kali pergi centre klcc ni benda sama yang berlaku. because of what? takkan nak kata "saya orang petronas, so treat me well even pemakaian I ni nampak selekeh"

I'm really hope benda ni tak berlaku lagi. by me, kalau betul staff baru, be humble and kind with every customer! keep smile, baru lah tak ada customer bertambah benci nak datang.

Hi,

Out of surprise, I didn't get my pin from my maxis during important online transaction authentication and until I called to Maxis call center, the officer told me that my pre-paid 012Xx was expired! In a shock, as I never ever get a single message from Maxis that my service was about to expire. In addition, I had recharged in February, during Chinese New Year holiday.

With a big disappointment, I called again from Oman that cost me a bomb to the call center and the officer was helpful enough to open a case for me to seek for approval after understanding my situation. They called me back saying that my request was not approved and as my number is golden number, it should be registered under post-paid with minimum 1 year contract. In addition, due to the golden number, the number must be registered as a principal and not even a sub line with the minimum contract RM98 per month exclude of GST.

I was extremely not happy, as Maxis does not value loyal customer at all. I had registered with my number since 2002 as a post-paid customer and converted to pre-paid in 2009 due to re-allocation to Oman. I have maintaining the same number since then so every time when I go back to Malaysia my friends and family are still able to contact me. Nevertheless, more importantly, I have registered the number with many financial companies in the need of authentication purpose. Due to the sudden service interruption, I could not perform my regular transactions and it cause me many troubles and been fined for financial loss!

I don't know what the golden number meant for Maxis, but for me I have been using the number for such a long time and considering I am working abroad, that doesn't make sense at all for a customer working abroad to hold a post-paid with the minimum charge of RM98 per month! And if I drop the number, is Maxis going to take the responsible in case any financial fraud happen in future as I have registered the number with financial companies?

Another disappointment is the Maxis customer service officer telling different story as my friend in Malaysia helped me to call the call center again today and the officer told her that I have to register the number with a minimum RM188 post-paid plan! Can someone from Maxis explain why is this?

hi my name is sagathevan a/l krishnan. ic no [protected]
ph num: [protected]

report no : C20598726

To whom it may concern,

I have requested internet connection from your company- Maxis for my house. One fdp box were installed by your staff. But the installed box is looked very old and there is few cracked seen on the box. I have already lodged my complaint to maxis five times already...and each time the customer service said will send someone to reinstall but till now no any action is taken. Kindly change the fdp box as soon as possible. I also would like to highlight one more thing :- when your staff first came to install the fdp box, he charged me rm100 for wiring connection. As per my knowledge, I know maxis don't charge extra.
Kindly revert solution for this issue the soonest.

regards,
SAGA

Dear Sir/Madam,
Please be informed that I do not wish to receive any calls from "Maxis Center" 03-[protected] because he claimed that he wanted to know the internet service.

In fact, we as the customer would like to urge the Board or MCMC for the implementation of Personal Data Protection Act to secure our contact or other relevant information to be misused by irresponsible people.

Thank you.

Regards
Yeo
[protected]

Dear maxis,

i would like to raise a complaint on the late approval of our company renewal packages.

We have completed the relevant documents required on 19/03/2018 whereby the packages agreed by the
bod of kcdc are flexishare 488 ( 4 lines ) and flexishare 1388 ( 15 lines ) .
Upon discussion the bod of kcdc agreed to have 2 units of iphone 8 plus 256gb.

We have being informed by your representative that 3 submissions have been made :
1. On 11/04/2018 - approved of flexishare 488 ( 4 lines )
and rejected of flexishare 1388 on 14/04/18
2. On 23/04/18 rejected on 24/04/2018
3. On 01/05/18 rejected on 02/05/2018

as far as this submissions are concerned, the rejection was made by your team because
conflict of technical issues that we could not understand.The late approval have been caused us an additional
cost of phone charges whereby the previous packages was not relevant to the currents needs and
therefor the cost of phone charges was inadvertently higher.

We believed that our loyalties would obliged us to maxis and therefor we urged you to
expedite the related matters and advise us should there be any issue arise.

Thank you.

Regards
managing director
kcdc
kuantan

I sign the 188plan for Samsung note Fe and already paid 1000ringgit advance payment at maxis store seremban . The staff only told me maxis every month will waived 100ringgit due the advance payment. She didn't told me that if I had late payment, maxis will not waived the 100ringgit for me every month . This cause me have 500ringgit must pay now! This is ridiculous!

Hi GM from Maxis / Director of Maxis,

On 04th May 2018 at 9pm, I was went to NU Sentral Maxis Centre to request for information of Iphone X package. NU sentral staff - Akmal was the one who provided the information and package detail to me. He is explained the package charges to me and the total amount was RM4, 472.15 with GST. I understand the charged and decided choose the RM 128 MAXIS package. I'm requested to split it into two transactions. I provided two credit card which one is last 4 digit 8322 and another one is 8002. Credit card 8322 will charged RM 4000 and credit card 8002 charged RM 472.15.
Akmal proceed the transaction RM4000 to my credit card 8322 but the terminal its show failed. He try to use another credit card terminal to proceed second times of RM 4000, but it's showed declined. However, I received a message from my bank for the transaction of RM4000 has been go through 2 times. Akmal requested me called to my issuer bank to clarify the charges. While I calling to my issuer bank, I provided another credit card 8002 to proceed the balance charges of RM 472.15 and it's successful.
I called to my issuer bank in front of Akmal to clarify the transaction of RM 4000. My issuer bank informed me that charges confirm successfully and its will deducted from my account. However, I did pass my phone to Akmal to communicate with my issuer bank.
He requested me to wait after received the call without saying anything's. After 10 minutes, I enter to counter to follow up for the update and I received a very sad news from Akmal. He informed me that I cannot get the phone device and he pass me a void credit card slip with the amount RM472.15 and requested me to sign on it. I was very surprise and ask for the reason. He cancelled my order of Iphone X and voided my transaction RM 472.15 without any acknowledge or any advice and permission from me. He just informed me that he cannot identified the transaction RM 4000 with RUDE and unhappy voice to me. I did clarify why, but he cannot provided a valid reason to me and showing a black face to me. He did informed me that if I feel unhappy on it, I can make a case to your customer service or email to MAXIS Management.
My question is why he did not get the second credit card from me to re-charge the RM 4000 instead of cancelled my order? I had been wait at the maxis centre more than half hour and I been treated by this kind of service.
I believe this kind of situation not the first time happen in NU SENTRAL MAXIS CENTRE. But I feel that he do not know and understand the procedure/SOP how to handle this kind of problem and not being trained well by MAXIS. He should ask for second level permission/advise if he do not how to handle this kind of situation instead of make decision on behalf of customer without acknowledge to cancelled order and requested customer to proceed to MAXIS Centre again on the next day. It's very ridiculous and waste our times. As a customer, I don't think customer need to take any responsible because of your credit card terminal issues or received a poor service from your untrained staff.
I'm truly feel very disappointed of your service today!
Appreciate if you could take very serious action on this and upgrade this kind of issues.
Hopefully you could get back to me as soonest possible on this issues.
Thank you.

Regards,
Jane Yee
Maxis Case number #[protected]

On the 14th of April, i received a letter from Priority Customer Care with regards to the collection for Account Number: [protected]. Upon attempts at reaching the officer in charge named Leya, i was only able to speak to her briefly on the 19th. During our conversation, the officer was not able to understand my predicament as apparently wasn't too comprehensive in English language and attempted to mute the call. Thinking that she did, i overheard her complaining about me to her colleague and requested her colleague to take over. I repeated my predicament to the next person who answered, was also unable to provide means of solvency and said she would make a follow up call. As stated, that i was unable to make full settlement of the payment as i am currently unemployed and can't afford such a huge sum and would like a more realistic repayment plan. I received a follow up call from a Mr. Adwin last Monday on the 23rd of April whereby he referred me to proceed to the nearest Maxis Centre to come up with a repayment plan. Yesterday morning, on the 24th of April, i proceeded to the Maxis Centre in Gardens MidValley where i was greeted by staff named Usha. I requested for a queue number to meet with the Customer Service team. She said it was not necessary to meet with them and that she could solve the matter as she is also from the Customer Service team. She asked me to explain the matter, requesting my IC to refer to details in the system. While explaining, she ignored me and just cut me off by stating "You have to make full payment." And then i repeated to her, as i explained that the reason for my visit was to discuss a repayment plan. She continued to ignore me while acknowledging someone else and rolled her eyes at me. Giving me no solution whatsoever, she then stated that there is nothing they could do and that i should have called the collections team. Frustrated at the situation, i called Mr. Adwin to reexplain to her the situation and why i came to the maxis centre. Apparently, there was lack of communication between the 3rd party and maxis in terms of SOP regarding the matter and both of them discussed it over the phone. Ms. Usha was very vague at explaining what would happen regarding my Maxis handphone number, should i decide to reinstate it upon full repayment. Upset that there was no reasonable attempt to provide any form of solution i insisted on meeting with the customer service lady and received queue number 4003 where i then met Ms. Shel. I explained the situation to her and requested to right a complaint. She was very kind and attentive and although was unable to provide me with a formal complaint form, requested that i wrote one which she said would be passed on to the branch manager. She also advised that as seen in the system, i have 3 numbers with Maxis and that the total due amount is the final amount to be cleared off. The written complaint is attached.What i do not understand is that to my knowledge, the number [protected] was deactivated in year 2014 and yet was being brought up. Clearly the issue was not with that number as it was absolutely irrelevant to the present issue regarding the other two number on iPhone plans. A few hours later, i made a call to maxis to be reverted to collections team, again to come up with a repayment solution. I spoke to Jack who stated that i must make a full settlement otherwise i would be blacklisted to CTOS. And then he proceeded to state that this i not yet the full unfilled amount and that the total united amount would total in RM6++K. The bill will be sent at the end of the billing cycle of the 28th and that it must be paid in full by 3months time. First and fore mostly, i am absolutely appalled at the quality of customer service i am receiving in regards to this case. I fully understand that i am currently in debt to Maxis, but this is NO way to treat a customer. Does that mean that you are allowed to lose your morals and deliberately treat me poorly? It is not that i refuse to make payment, but that i am FINANCIALLY UNABLE to. Do you know how difficult it is to get a job? Or are you just such heartless people. This type of service reflects so poorly on the image of maxis. And the lack of ability of your CS team to provide solutions just goes to show that you do not value your customers at all. Here i am requesting for a repayment plan and despite the ill treatment would like to continue one of my mobile numbers but you are making things difficult for me and absolutely unreasonable. On top of that, the final amount given is actually the full price of both phones including phone plans. But as seen in the system, my handphone number have both been deactivated for the past 3months and yet i am still to be charged for it? So does that mean that all the times i had paid prior to this the money is completely invalid as if i have not paid at all?!Until you can come up with a proper solution, i suggest there is no more need to discuss further with your team. And i will proceed to dealing with your 3rd party collections team, how ever reasonably possible.

I used hotlink for years because the 3G/4G coverage is avalaible in most places. But recently, the 4G line seems to have problem in my area. I only got H+ line on my phone in my area now. I do not understand it because before this, there is totally no problem at all. I hope maxis can fix this because I can't even browse google using this poor line.

I currently stay in;

23, Jalan Asa 15, Taman Asa Jaya, 43000 Kajang, Selangor.

I have been having issues with the cellular connection. Instead of getting good 4G cellular reception, I am only able to receive 3G service. The cellular service is slow and not reliable. I was told that all areas in Kajang have good service but unfortunately I'm facing issues. I believe I'm paying for poor reception. I've tried all measures to get a good reception; (testing the signal strength by the window and outside of the house) but it made no difference. Please rectify this issue as soon as possible because it is not acceptable. If this isn't taken seriously, I may have to switch to a different carrier and I will switch my whole family's subscriptions to a different carrier. This includes 5 mobile lines, 2 home fibre lines and 2 landlines.

Hope this problem is solved with immediate action.

Regards,
Pranav

Sy menggunakan maxis postpaid tapi x dapat menggunakan sehabis baik kerana rumah yg saya diami sekarang tidak mempunyai line maxis langsung.. Ini menimbulkan kesusahan pada saya.. Sebolehnya sy mahu kekal menggunakan service line maxis... Tetapi coverage x ada mcm ni membuat sy untuk bertukar kepada sevice provider yg lain...

Sy minta jasa baik pihak tuan tolong naik tarafkan area yg sy diami sekarang... Iaitu kawasan labok.. Machang, kelantan

Since the day i change my telco from digi to maxis, i was hoping maxis will have a good line coverage better than digi. Comes to my surprise, that maxis do have the same problem with digi which is bad line coverage at Indah Jaya Court area. I will always have "H" instead of "4G" at my home area which is Indah Jaya Court. It is frustrating as i pay RM72 every month to reveice bad service. Please concern my complain and solve this ASAP.

I live at Rampangi Village, Santubong street. There are some problem in communication service for maxis in that area. Most of the time, we can't receive calls or messages from people. The internet line are slow and most of the time there is no service at all. It might disturb communication of other people who wanted to tp business or school work or maybe someone who needed help.

My home fiber down for 6 days..now they tell me my exiting account being terminated due to miss communication. it suppose to terminated on 14th April 2018, but terminated one month earlier due to home fiber relocation.
I'm asking for immediate setup new account for me to resume my connectivity, but the response is, they can't do that, setup need 1 month(omg 1 month!) to do so..how is that possible? since you have all the facilities ready.

Now Maxis is asking me using my own cellular data as temporary. I am going to switch to other ISP (TMnet unifi?) if this not resolve still.

my issue #c20034189