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 ---> Maxis & Hotlink Fans Club v6 <---, Hotlink: Life Unlimited

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xMeltz
post Aug 29 2011, 04:40 PM

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From: Petaling Jaya
Hey all,

I called Hotlink Customer Service regarding credit deduction for GPRS usage while I'm subscribed to data plan. The customer service asked me to Jailbreak my iPhone4 to turn off the GPRS. Is that even allow?
As I recall, warranty void for Jailbroken iPhone with Maxis.

Added on August 29, 2011, 4:46 pm
QUOTE(Shinichi @ Aug 26 2011, 02:11 AM)
Anyone here on Hotlink free IP500MB plan? My plan is still active but Hotlin?k is eating my credit... anyone face this problem before
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Me! They charged me for GPRS usage while I'm in Free 500MB data plan and I have not exceed my data limit yet.
I lodged a complain but they unable to solve my problem. How is your credit deduction problem?

This post has been edited by xMeltz: Aug 29 2011, 04:46 PM
xMeltz
post Aug 30 2011, 01:34 PM

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Junior Member
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Joined: Jan 2008
From: Petaling Jaya
QUOTE(szaku89 @ Aug 29 2011, 07:00 PM)
Did you check with Hotlink E-statement online?

For my case, there is charges of GPRS usage, but it will be automatically rebated, this is what I understand from viewing the Hotlink E-statement, and I have called customer service before and they say the deductions are rebated.
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Yes I complain based on my E-Statement record. In half a day, GPRS deducted a total of RM40+ with RM2 each row in e-statement. There is still some deduction but not happen frequently.
They did say automatically rebated but on that particular day, my credit hasn't increase at all. It wasn't reflected in E-statement either. Therefore i asked for evidence, they couldn't provide me with evidence even I asked if I offered to pay a visit any Maxis Center for clarification.

P/S: They used up 3 month to get back to me on this matter which I'm very unsatisfied.
xMeltz
post Aug 31 2011, 06:23 PM

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From: Petaling Jaya
QUOTE(szaku89 @ Aug 30 2011, 11:35 PM)
Hey same case here. They deducted RM20 of Data charges, I am on monthly Mobile Internet plan. I tweeted them and they phoned me mentioning they will solve the problem soon.

Shinichi did you report by phoning them?

Added on August 30, 2011, 11:40 pm
I think its better for you to tweet them to seek help instead of calling. What I found out is that the phone base customer service is not that up to par, I guess they are not that capable.

Those who replied my tweets and phoned me are very good in terms of knowledge and they way they solve your problem. Tweet them again if you are not satisfied with your solution. Maxis customer service's tweeter account is "MaxisListens".

For my case, the person said he will refer it to a technical person to solve it, and definitely they will rebate the credits.
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Actually I tweeted them straight after i found out my deduction. I did called Hotlink but the solution they give me is to turn off data, or jailbreak and turn off GRPS which i find it ridiculous. Why do i need iPhone if to use without data?

MaxisListens attended my case but unable to give me a proof that the credit has been refunded. The person attended me told me that not all transaction is reflected in e-statement so I asked him does that mean the e-statement is inaccurate, he say it is not inaccurate. I asked again so is it accurate, he couldn't answer me straight that it is accurate. What does that means? As a user, I feel being cheated. In short, I conclude they never solve my case.

How you all solve your credit deduction problem?
xMeltz
post Aug 31 2011, 08:09 PM

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Joined: Jan 2008
From: Petaling Jaya
QUOTE(szaku89 @ Aug 31 2011, 07:05 PM)
My current case hasn't been solved yet, they referring my case to the technical department, and the Hotlink staff (the 1 i tweeted) said that they will definitely refund to me, but have to wait for the technical team to investigate first.

It is impossible for us to off data cause we are on a monthly data plan! They are not giving you a correct solution. If I were you, I will scold them off on the spot, how can you charge me while I am on the plan?

And, for the rebate, you can check whether your balance is increased or not, or you can check the E-statement. Previously my case on hotlink reload via FPX online payment, they rebate me, and I can check it through E-statement they rebated me.

For your case, I suggest you to tweet them again, explain your problem again and demand for the rebate if you did not receive any rebates yet.

Added on August 31, 2011, 7:15 pm
File a complain via Customer Service Hotline or via Tweeter (http://twitter.com/MaxisListens). You need the help of their staff to help to inactivate.
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Yes I did scold them on the spot and the hopeless customer service personnel say nothing they can do about it. Thru phone, nothing I can do about it also.

I did check and there is not increment in the e-statement. In fact, they couldn't answer my question. When i told the MaxisListens personnel about this, he insist saying not all transaction is reflected in e-statement therefore it might refunded without my knowledge and i might have overlook it because of my other usage. That is not a convincing answer for me. How you can say it was refunded while nothing in the e-statement reflect of the refund? If not all transaction reflected in the e-statement, what is the purpose of e-statement? I asked all these question, and the person unable to answer me back. MaxisListens personnel say that's all he able to do, nothing else. Is that solve my problem? No right?

Hoping anyone who faced this matter will be able to give some advice.
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