Update as of 17 September 2015:
Exactly 1 week after I filed my complaint at CFM website, Celcom finally gave me the rebate.

People, don't waste time to go through Celcom customer service. They are just unable to help at all, and will just drag your time.

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I AM REALLY JUST FED UP WITH CELCOM. I hope someone could help me on how to resolve this matter. I believe I am not the only customer to be subjected to this Celcom scam.

To people who are considering Celcom, pls think twice before you sign up.
There will be way too many hidden costs in your Celcom bills, compared to other service providers.

The summary of my questions to Celcom regarding this matter are as below:
1. Per Celcom customer service, I may have accidentally subscribed Celcom content services without me knowing. I want to be clear - I never accidentally or intentionally subscribed to the Celcom content services and these clearly-Celcom SMS just flow in and I am supposed to be charged for something that is so out of control by me? I have never encountered such issues with Maxis and Digi at all.
2. Even if I have to unsubscribe immediately if I do not intend to further receive the SMS from Celcom, what about the cost of the first SMS? I have unsubscribed one incoming SMS number 25911, but other SMS come in through other incoming SMS numbers, such as 23776.
3. What if other types of Celcom SMS come in through 1000 different SMS incoming numbers - am I supposed to spend so much time to unsubscribe from these Celcom content services and to pay for the cost of the first 1000 SMS, which is clearly so out of my control to block it from flowing in?
4. Celcom said would get back to me in 3 working days, but why not?
5. I have made numerous calls and sent various emails throughout the span of 1.5 months as of now, should I still be waiting?
6. I wanted to terminate the mobile plan, but I was told that I can only do so if FULL PAYMENT HAS BEEN MADE. However, at the same time I am waiting (very patiently in an extremely impatient manner) for Celcom to reply me on this case. At the same time, am I supposed to pay for the more and more Celcom content services SMS that flow in?
7. I have made various calls to Celcom, but I am always given the excuse that "someone will call you within 3-7 working days". NOBODY WOULD CALL. Is this the standard procedures of Celcom to drag and make customers finally pay off the gradually accumulating disputed amounts in such a scam manner?
8. I have made a phone call yesterday (21 August 2015), and I was told that "the person you contacted few days ago didn't specify the department who should follow up on your manner". No formal apologies or whatsoever were given. Again, is this Celcom's SOP in dealing with customers? Just because one unnamed Celcom staff or whoever "didn't specify the department or person to follow up", customer is the one to suffer?
9. I withheld payment to Celcom, and my line is barred from calling and receiving calls. Celcom asked me how much I would like to pay to get it unbarred, but I think the real question is, when is Celcom ever going to give me a solid reply???
10. With regard to items 6 & 7, HOW ON EARTH CAN I EVER GET OUT OF THIS CELCOM PLAN AND PAIN?

Below are the incident details:
I have signed up "Celcom first basic RM38" - 3 months ago. In the first two months, I have received numerous SMS ("Enjoy MobiWhiz on The Cube, click http://xxx", "TKasih krn melanggani Cosply! Utk menonton video, klick http://xxx" etc) from Celcom. Sometimes there are indication in the SMS that we should send "STOP" to stop receiving such SMS, sometimes there simply was none. I never bothered the SMS because I never thought it would be charging me in the first place, as I would never click in the links in the SMS.

After scrutinising the first month bills, I was very surprised and frustrated that there was a SMS Content Services charge of RM13. Later on, I also found out that there is a similar charge RM25 for July.

I immediately sent replies to unsubscribe these so-called "content services" in the form of SMS from numerous numbers such as 25911. After that, there are still other SMS that flew in to my number, for example through 23776 - which I have also unsubscribed immediately!

I called the Celcom operator to clarify on this and I was told that "this was due me accidentally subscribed to these content services". Clearly, I did NOT accidentally or intentionally subscribe to any of the numerous content services!! From the bill, I could clearly see that these are CELCOM CONTENT, and these SMS just flow in without me being able to control it in the first place.

I have sent 4 emails to Celcom, made numerous calls to Celcom to clarify on this matter.

Upon Celcom's receipt of my first email on 11 July 2015, someone from Celcom said they will investigate on this matter, and would call me back in 3 working days - but they never did. I called right after 3 days to follow up, they said it was still being investigated, need 3-7 working days to resolve.

Then I sent 3 more emails to Celcom to follow up, none was ever replied. And my calls to Celcom was never properly dealt with. They would push the responsibility to "another department"s, saying who and who didn't specify the person to follow up on this matter, and as a result, I, as a customer, should wait endlessly......

I called yesterday (21 August 2015) and I was given the promise that someone who call me within 3 - 7 working days AGAINNNNNNNNNNNNNNNNNNNNNNNNNNN.

I am just fed up. What can I do?





Update as of 6 September 2015:
I called to follow up 3 times, and I am still told that "the case has been sent to the relevant department". WTF! When I asked the customer service who the relevant department is, she could not answer. This is Celcom.

And in fact I have filed a second complaint in August for the same case. I asked the customer service about the status, and I am told that the status is "closed" due to the fact that they have CALLED ME 3 TIMES BUT NO ANSWER FROM ME. Bullshit! This is the kind of explanation you will get from Celcom for this kind of scam.

Totally given up on Celcom.

This post has been edited by kinglarry: Sep 18 2015, 11:26 AM

go to celcom website.. they have online support
I have this kind of problem for the first 2 month of subription, then I decide to contact their online support.. they rebate me after a week

last time my charges for SMS content shit is RM 21

addition : take initiative to reply back "STOP ALL" to those weird sms... im pissed off too, even considering to reply MCMC for this matter

http://www.cfm.org.my/

Same thing happen to me. Been charged for RM50 for 25911 as it has been activated for 2 months (Disadvantage of using PortaWifi as can't check the subscription message unless logging in to the device). I have file a complaint to Celcom and CFM for about a month and until now still no reply. I am trying my luck now on SKMM.

Thanks a lot. I have reported previously on their online support, and I just reported another one with very serious wording on my dissatisfaction.

First thing comes to mind is that it could be your number is from a recycled pool. If that is true, previous owner could have "accidentally" (*lol*) subscribed to content services.

Even though they are supposed to reset numbers history for recycling but sometimes the number is still registered on 3rd party servers and remains there for a long long time waiting for it to become active again.

If the content sms is just a random few then STOP ALL will end them but if it becomes real annoying then I would recommend changing your number ....

i ported in 3 of my prepaid celcom to postpaid. 1 number kena 25588 29922 25533 29999 ..all charge me for services which i never requested.when using prepaid ok no issue.i complaint via 1111 only say will check and ask customer call back to see how.weeks and months passed, i complaint to cfm and skmm.they rebate me rm57 for service which i never used only recently.really sialcom

that why xox blocked sms from premium number except from bank

wow, this is really bad.. hope after complain can still get rebate..

Mine started happening only over a year of using the SIM card, so don't think it's due to recycled number. Made complaints via email from their website, but until today I still don't know when it's going to happen again.

I'm not that concerned about getting a refund; just want it to stop altogether coz it's really very annoying. I didn't look at my phone for one day while I was out, and came home to discover 3 deductions right from the 1st message earlier in the day followed by 2 more from the same number by the time I noticed.

By the way, aren't we charged for sending STOP or STOP ALL back?

Makes me wonder too ... does Celcom have no or the poorest security on its database that this sort of thing happens mostly from their accounts?

This post has been edited by RDoe: Aug 25 2015, 04:26 PM

I feel your frustrations...I'm a victim too... I also subscribed to the FB38 recently in May.

I realized that I got the stupid SMS Content Services after I found it weird that my bill becomes more expensive after each month!!! At first it was only RM1. So, I didn't care. Then the next month June was RM4. I thought maybe Celcom charges for checking my data status - sending Bal Status to 28882. I still didn't bother to call Celcom. Then July statement shows RM6!!!

Can't be so expensive just to check balance status, right??? So, I called Celcom to enquire and they told me it's the stupid SMS ads!!! They gave me a lame excuse that I could have "accidentally" replied to the SMS and have subscribed to these advertisements!!!! Total BSl!!! There's no way that I would have subscribed to these ads.. why would I do it when I hate these ads??!!! I always delete them straightaway and don't even bother to read them when I received them.

So, how can it be my fault?? When I signed up for the new FB38 package I didn't sent any SMS to 25533 or 25544 before. So, why and how did these 2 numbers sent ads to me??? It should be Celcom who sent them to me!!

So that means Celcom cheated and robbed me for I had to pay for stupid useless ads..and they won't refund me! CHEAT! CHEAT! CHEAT![COLOR=red]

Anyway, even replying STOP ALL also get you charged! Total BS!!! When I checked this month's bill (Aug) I was shocked that I'm still charged with RM10! Why?? Because they say that my STOP ALL sms was sent on 23/08 and my billing date is on starts from 14/08. So, I probably still receive the sms during that 10 days.. I can't imagine if I didn't sent the STOP ALL sms...what would be the charges??

I called to complain again and the lady told me that she'll help me to stop all 5 digit numbers. Let's hope it works this time...

Did you click on ads that sometimes appear inside apps?

Because i saw a video of maxis customer clicking on ads and instantly receive SMS
I believe celcom is doing the same thing too

don't waste time talking to the celcom helpline. They just recite their user handbook without applying logic.
my case was a spam MMS that i received. Now my fault was that i didn't switch off the MMS autodownload option in my phone and got charged RM1.50.
when i called celcom and explained, they gave me some stupid answer such as i need to contact the content company directly and ask for money back.
my argument was that i never subscribed, agreed or reply "YES" to any such 3rd part content and since celcom is the delivery and collection agent for the content provider, then celcom is equally at fault.
they then give me some ding dong jerk off story about how that's what the policy are.


I log a report at the CFM web and celcom has no choice but to give me an official response which was a rebate and blocking the shortcode. case closed.

huh CFM also no help
i was waiting for the deadline for my complaint on umobile...expiring on this coming thur..

Will do a report to CFM works? I did some to the email but no reply so far.. But without doubt celcom have the most lousy service(Previously using DiGi, Umobile). Even i did contacted their CS, they keep doing the same thing. No idea if they really fill the report or just ignore.

Can i know what issue you having with umobile? I having some issue with umobile also.. They now just keep replying me the standard answer

Finally after SKMM i got rebate back to my account (RM50). Total of 53 days. Just "wow" on the investigation duration. The investigation result show that i have clicked the Subscribe Now on the WebPage and they only rebate due to GoodWill gesture. Ya right Goodwill.

Anywhere i have decided to cancel Celcom data line as worried that suddenly out of nowhere Celcom smartly help me to decide to subscribe to another dumb services.

This post has been edited by sk00: Sep 3 2015, 03:21 PM

My complaint to CFM resulted in a reply from Celcom acknowledging a rebate into my next bill. Total 4 days to settle from report lodged date.

This post has been edited by hokc77: Sep 3 2015, 09:29 PM

Same.. Looks like those in celcom basic 38 kena spam and need to pay.. Called them to stop but not sure whether it's really stop.

I've also disable mms service