My sequence of events so far...

1. Complained to MCMC on 10 August
2. MCMC forwarded the compaint to Celcom on 11 August
3. Celcom responded on 12 August stating that they have received the complaint and will investigate the matter

Still waiting.

This post has been edited by fookinell: Aug 23 2018, 04:28 PM

Celcom finally responded to my complaint to MCMC. Their response is as attached. I have re-opened the investigation and state the following:

"The data was upgraded in 2017. It is not relevant to this upgrade.

The recent "upgrade" is removing 50 minutes calls to ALL network with unlimited calls to Celcom network ONLY and calls to other network will be charged. This is not an upgrade but instead a downgrade. This is unfair to users that sign up for this plan for the 50 minutes free calls to ALL network."

Will keep re-opening until MCMC make a ruling.


Attached thumbnail(s)

I received this feedback from Celcom today when I re-opened my case:

Resolved On: 9/4/2018 11:50:21 AM
Resolved By: Nurhafizah Customer Service CELCOM
Reason: Dear MCMC,

We are unable to revert customer rate to old rate as requested. One time rebate of RM10 has been credited to customer account on 3/9/2018. Note has been updated for customer viewing. Case close. Thank you.

-SNAS-

I like the part where Celcom decided that the case is closed

I re-opened the case for the second time with this reason:

"I would appreciate if MCMC will look into Celcom business practice in this matter. I signed up for Celcom's First Basic 38 package for what was being offered, 5GB of internet data, 50 minutes of free call to ALL network and 50 free text messages. To change those component and called it an upgrade is an insult to the subscribers of Celcom's First Basic 38.

If MCMC adjudicate that Celcom business practice in this manner is fair, I will abide by MCMC decision."


At least for now I got RM10 for my trouble

This post has been edited by fookinell: Sep 4 2018, 07:41 PM

That's the spirit, don't give up yet. It ain't over till the fat lady sings

At least, I got RM10 for my trouble so far

Keep complaining to MCMC and re-open the case until MCMC make their ruling. After that, make the choice that suit you best

Don't give up yet. It ain't over till the fat lady sings

So far, I got RM10 for escalating the matter to MCMC. That should cover this billing cycle call charges to non Celcom network

Interesting development, I just received call from MCMC regarding my complaint and MCMC said they are requesting additional time to investigate the matter as they are planning to issue a show cause letter to Celcom on force migration of First Basic 38 subscribers

He also mentioned that they receive a few complaints on similar matter from existing First Basic 38 subscribers. Please keep on complaining to MCMC, don't give up yet.

I still am. Last update was MCMC contacted me requested more time for them to complete their investigation. MCMC also said that they are planning to issue a show-cause letter to Celcom.

Thanks for the update. Great to hear that MCMC is still following up on the matter.

Yup, still open. Occasionally I will write a message in the case page asking for update just to let MCMC know that I will see this case through till its bitter end ha ha ha.

Plus, I am too lazy to change provider.

Received an email from MCMC titled "Penugasan bagi Aduan yang Belum Diselesaikan / Escalations of Unresolved Complaint" today. I believe it is auto-generated by MCMC complaint system. Anyhoo, I reminded them that I would like this case to be resolved in my lifetime if possible

Would be interesting to know how many still holding on to this plan left.

I got the same message. I just replied to them stating:

Hi Siti Nurhafizah,

My response is as follow:

1. The 3GB to 5GB upgrade was done in 2017. It is not part of the recent "upgrade" as you called it. The recent "upgrade" is taking away the plan 50 minutes free call to ALL networks and replacing it 50 minutes free call to Celcom network ONLY; and
2. I would like to have the Basic 38 plan as what it was in August 2018.

However, since you write to me nicely, let me make you a counter offer. I would be open to accept if Celcom give me a rebate amounting RM20 based on 50 mins calls rate which is RM0.15/min for as long as I am an active subscriber of Basic 38 Plan. As you mentioned in your e-mail that Celcom appreciate my patronage, by accepting my counter offer, this will show me how much Celcom appreciate my continuous support and Celcom is constantly striving to provide better services.

Looking forward to your favorable reply


This post has been edited by fookinell: Nov 7 2018, 12:08 PM

Good one. Let see what's next. Like I said before, I am willing to see this through till its bitter end

This post has been edited by fookinell: Nov 7 2018, 02:28 PM

IMHO, it is not about win or lose. Despite the unfair changes made by Celcom, the impact is minimal and my monthly phone bill has never go beyond RM45 (inclusive taxes) and I never runs out of data.

For me it is more on the principles of good governance by Celcom and they shouldn't bully their customer. If Celcom just being honest to begin with, I do not think it will go this far. Don't tell me it is an upgrade when it is not, it insult my intelligence.

Anyhoo, that ship has sailed and I will argue my case till MCMC make a ruling. Till then, fight the good fight

MCMC has replied:

"Kami merujuk kepada aduan anda mengenai Perubahan Pakej Celcom First Blue 38.

Pihak CFM telah menjalankan penilaian dan perbincangan lanjut terhadap aduan ini bersama-sama maklumbalas daripada pihak Celcom.

Pihak CFM telah difahamkan bahawa berdasarkan maklumbalas oleh pihak Celcom bertarikh 28/08/2018 - 11:34 AM, menyatakan bahawa pakej tersebut telah dinaik taraf kepada pakej baru seperti yang telah ditawarkan.

Kami juga dimaklumkan oleh Celcom bahawa pada 10 Ogos 2018, perkara ini telah dihebahkan kepada pelanggan mereka melalui SMS dan beberapa medium yang lain seperti laman sesawang Celcom.

Didalam pemerhatian pihak CFM, Celcom telah mengambil langkah-langkah yang perlu untuk memastikan pelanggan mereka dimaklumkan sebelum sebarang perubahan. Celcom juga menyediakan pautan untuk penjelasan lanjut mengenai butiran pakej baru serta pilihan yang tersedia untuk pengguna memilih.

Kami memahami keadaan anda terhadap perkara ini. Oleh itu, kami telah mengadakan perbincangan lanjut dan membuat cadangan kepada Celcom untuk pertimbangan mereka. Celcom telah bersetuju untuk memberikan rebat RM10 selama tiga (3) bulan sebagai tanda sokongan positif yang berterusan. Walau bagaimanapun, kami mengakui kebimbangan anda dan akan membawa perkara ini untuk perbincangan lanjut bersama pihak berkepentingan kami.

CFM diberi kuasa melalui Kod Amalan Pengguna Am untuk Industri Komunikasi dan Multimedia (GCC) yang hanya menyediakan peraturan dan garis panduan yang harus dipatuhi oleh penyedia perkhidmatan apabila berurusan dengan pelanggan mereka.

CFM berpendapat bahawa Celcom telah melakukan usaha terbaik untuk menangani aduan anda. Keputusan yang dibuat oleh Celcom adalah keputusan komersial. Harap maklum, dengan merujuk kepada aduan anda, CFM tidak berkuasa dan tidak diberi kuasa untuk mengarahkan atau mengganggu strategi perdagangan penyedia perkhidmatan. Tiada peruntukan dalam GCC atau CMA (1998) yang membolehkan CFM melakukannya.

Tambahan lagi, CFM telah melakukan yang terbaik dalam had bidang kuasa kami dan pada masa ini, kami tidak dapat meneruskan pertikaian ini kerana Celcom tidak melanggar GCC.

Kami ingin mengucapkan terima kasih atas pertimbangan dan pemahaman anda dalam perkara ini."

I guess this is the conclusion of my complaint. I will still continue with First 38 package more for the cellular coverage. Celcom customer service sucks but IMHO First 38 package has a slight edge compared to similar package by other telcos. It is better the devil you know than the devil you don't. Thanks everyone it has been a fun ride though

This post has been edited by fookinell: Dec 7 2018, 07:13 AM

I remembered last year when Celcom changed the plan from free 50 minutes to all network to unlimited call to Celcom network only, a few of us lodged complaints to MCMC and received approximately RM30 for all of our trouble. However, in the end, MCMC states that there's nothing they can do as "it is Celcom business strategy".

When I found out that a few weeks back via this topic that Celcom is offering free 50 minutes to all network to selected customers and since I am not one of those "selected", I decided to lodge a complaint to MCMC and made reference to the complaint that was made last year. Lo & behold, today I got an e-mail & text message from Celcom stating that they have activated free 50 minutes to all network. It may not be unlimited calls to all network but at least I'm back to the original plan.

Hope this info maybe be useful for those who are not "selected".



This post has been edited by fookinell: Sep 12 2019, 08:58 PM

I don't have Celcom life installed on my phone. The app sucks so I deleted it.

Update: I just realised that the my First 38 plan now is not just 50 minutes free call off network but also unlimited free calls to Celcom network. Funny how things work out.

I had a different experience with MCMC and Celcom on the double billing issue.

I complained to MCMC on 19 April. MCMC staff called me the next day to get more information. On 28 April both MCMC and Celcom updated that the matter has been resolved. I checked my bill and was charged only RM38.

This post has been edited by fookinell: May 1 2020, 07:52 AM