Maxis Communications review: Complaint regarding maxis communications contract - case cs0902080

Date : 14/09/2023

Dear Maxis Communications Customer Care Team,

I hope this letter finds you well. I am writing to formally express my dissatisfaction with the services provided by Maxis Communications since I applied for a contract in March 2022 under the company Red Shopping Venture. There have been several issues that have arisen since my contract began, which I believe require immediate attention and resolution.

Misaligned Contract Activation Dates: My initial application included 5 telephone lines and 1 Maxis Home Fibre Plan, with the added benefit of a 50% discount for the first year starting from March 2022. While the 5 telephone lines were activated between May and June 2022, I was surprised to discover that the contract period for these lines was set to begin on February 17, 2023, and expire on February 17, 2025. This misalignment with the activation date is unacceptable and has caused significant inconvenience.

Contract Adjustment: After numerous complaints and discussions with your customer service representatives, I understand that Maxis has agreed to adjust the contract for the 5 telephone lines to reflect their actual activation date, which was June 13, 2022, with an expiration date of June 13, 2024. However, I have yet to receive an official confirmation of this contract adjustment in writing, as promised by Maxis. I kindly request that you send me a formal letter stating the corrected contract dates for the 5 telephone lines as soon as possible.

Delayed Activation of Maxis Home Fibre Plan: The Maxis Home Fibre Plan, which was part of my contract, was only installed and activated in January 2023, almost a year of my application. This delay in service activation is contrary to the terms of our agreement and has inconvenienced me greatly.

Grand Offer Concerns: I also encountered difficulties regarding the Grand offer that was presented to me when I initially signed up for this contract. Although I must acknowledge the helpful assistance of Mr. Chin from the Grand department in resolving this issue, it raises concerns about the clarity and transparency of the initial contract offer.

Poor Service Experience: Throughout my interactions with Maxis, I have experienced poor customer service, with numerous calls and complaints required to address the issues mentioned above. Such a service level is far from what I expected when entering into a contract with Maxis Communications.

In light of the aforementioned issues, I kindly request that Maxis Communications take immediate action to:

Provide an official letter confirming the corrected contract dates for the 5 telephone lines, which should reflect the activation date of June 13, 2022, and an expiration date of June 13, 2024. Ensure that your contract offers are presented clearly and transparently to avoid future misunderstandings.

Review and improve your customer service processes to provide a more satisfactory experience for your customers.

I believe that addressing these concerns promptly and professionally will help maintain the integrity of our contract and preserve my trust in Maxis Communications as a service provider. I kindly request a written response to this complaint within 14 days from the date of receipt of this letter.

Thank you for your attention to this matter, and I look forward to a swift resolution.

Sincerely,

Irene (Red Shopping Venture)