Category Archives: Communication

Celcom has the Worst Customer Support & the Worst Management – Part 3

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(Celcom has the Worst Customer Support & the Worst Management – Part 1)

(Celcom has the Worst Customer Support & the Worst Management – Part 2)

To understand my issue, please read our previous 2 posts above.

This time is regarding to my billing issue. My billing cycle is from 18th to 17th and my monthly commitment is RM 50.

Since February bill, Celcom has been changed my billing cycle to 18th January to 16th February (16th February 1 charges). And my March bill has been changed to 16th February (Another charges on 16th February) until 17th March (17th March only 1 morning charges).

Because my February usage is over my commitment, so I did not noticed the problem. But my March usage on 16th March only RM 29+, is still far to hit my commitment, I understand that I have to pay RM 50, because my commitment is RM 50, so I will waste RM 20+.

Then I made a lots of calls on 17th March, over 100 minutes, worth RM 15+ and I sent some sms. I’m sure that if included 17th March all charges, my usage should be RM 45+. I pay RM 50 commitment for it I still feel it’s worth.

But when I received the bill, all the charges on 17th March were misisng, except only 1 call rate RM 0.15. I then called to Celcom customer service to log the dispute report and request they do the adjustment on my bill and correct the billing cycle Continue reading →

Celcom has the Worst Customer Support & the Worst Management – Part 2

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Don’t forget to read the part 1 (Celcom has the Worst Customer Support & the Worst Management – Part 1)

Is the time for me to continue my story on bad experience from Celcom customer service.

This time is regarding to their customer service in English speaking and understanding level.

I’m subscribing to Celcom auto billing facility via credit card to facilitate my bill payment as well as avoid line get barred due to late payment or forget to pay the bill. Also I want to enjoy the 5% rebate on my bill.

On March, I wanted to unsubscribe the auto billing for my supplementary line, but maintain the auto billing for my principle line. Because the Celcom branch is far away from my house, so I decided to get in touch to their customer support in order to unsubscribe the auto billing.

When I told him that I wanted to unsubscribe the auto billing in English, he started to talk to me the e-billing. I spent few minutes to explain to him that what I actually want to, finally he understood. Unfortunately even after passing all the verification process, he still refuse to help me, according to him, to unsubscribe from auto billing, I should go to branch.

I ended up the call, because I know he didn’t understood me properly. Continue reading →

Celcom has the Worst Customer Support & the Worst Management – Part 1

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I got mad and regret after I ported to Celcom from DiGi. The reason of move away from DiGi is because of poor indoor signal. I ported to Celcom on November 2011 and my billing cycle is from 18th to 17th.

After I ported to Celcom, I began to experienced the cross lines issue. Cross line may happens in some conditions, for example :

  1. When A dialed to B, during their conversation, suddenly C is interrupted, but their conversation was dropped.
  2. When A dialed to B, during their conversation, suddenly C is interrupted, and A,B,C can listen and talk with each others.
  3. When A dialed to B, during their conversation, but network operator connect it to C. Mean A to B.

There are some cases of cross lines from other operators in some countries.

(http://uk.answers.yahoo.com/question/index?qid=20100718134316AAkB0Ad)

(http://forums.whirlpool.net.au/archive/766300)

(http://www.usj.com.my/bulletin/upload/showthread.php?6311-Crossed-Line-Phone-Conversations)

For me, I experienced only 1st issue mention above. It was more than 10 times until February. After that no any cross lines happen. Hopefully nope.

I called to Celcom customer service, firstly they said my mobile phone problem, then I changed to my old phone, just couple days, another cross line happened. Then I called again to log a case report.

Then Celcom called back to me couple days later to follow up my issue. After a week, I called to follow up, and they told me the case was closed. The cross line issue still presist and Continue reading →

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