Guideline for TM Contact Centre - TMUC/TMpoint/100 and Reseller

Note to FL : before answering any Credit limit question please verify customer handphone number and email address. If there is any differences to the existing info please update into the system accordingly.

1. Recently I received a notification from TM mention my account is assigned with credit limit. What is credit limit?
Answer : A credit limit is the maximum allowable total charge that will be allowed on a customer’s monthly bill. This include all usage under Unifi account (eg. voice, content purchase and paid IPTV channel, VAS), that has been billed to your account and usage that has not been billed yet.

2. During subscription TMPoint/ your reseller never/ did not mentioned about the credit limit and yet I did not sign any agreement regarding this implementation. How come suddenly TM has imposed me a credit limit?
Answer : Referring to clause 11 in the UniFi application form, TM has the right to change the term & condition. We have pre-communicated to all existing customer via SMS and Email on this credit limit implementation.

3. I still did not understand about this. How is the credit limit implemented?
Answer:
a) For existing users, the credit limit will be matched against the total of any unsettled bill amounts, the monthly package fee, any additional voice charges, any charges for HyppTV content and value-added services.
b) For new users, the credit limit in the first month will be matched against the total for any one time charges (like additional installation charges), the monthly package fee (maximum of 2 months upfront fee), any additional voice charges, any charges for HyppTV content and value-added services.


4. May I know, when did TM send the credit limit SMS / E-mail notification to me?
a) Pre-launch Answer: We have sent to customer in staggered starting from 20th July 2012 for E-mail and starting from 23th July 2012 for SMS.
b) After launch – TM will send SMS/ E-Mail notification when your UniFi account has reached 70%-80%/ 90%-100%/ more than 100%.

5. Why credit limit is implemented?
Answer : This is to help you to manage your account payments better.

6. I have managed my account better and I am a good pay master, why I am still being imposed to this credit limit?
Answer : Thank you for being a good pay master. This is also to safe guard you from misusage of the service or to avoid you from fraud case.

7. My service has been suspended but I did not receive any notification.
Scenario I : If hp no/ email address is correct:
Answer : We have verify your handphone number / email address.
a)For Phone No – FL to re-confirm customer’s phone number and escalate to PO.
b) For email – please check your inbox/ junk mail/ spam mail

Scenario 2 : If hp no/ email address is incorrect:
Answer : We have verify your handphone number / email address,and found out the info is not match to our existing database, we will update into the system.


8. Why only now TM introducing this credit limit?
Answer: To prevent customer’s account from being abuse or misuse.

9. Which service will be affected by Credit limit?
Answer: All UniFi account/service.

No problem

rm149 5Mb (VIP 5)

Yes if within contract period.

Basically it's the same