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

I kena too, straight charge me Rm3 when I receive the message from 2xxxx(forgot). The content was about football, I never watch football, the next day straight go Celcom centre cancel the subscription for this type of services

Thanks, I would take initiative to do such thing. But right now I just want to cancel this Celcom scam. Sien

I think they do have 50 free SMS each month for the Celcom 38 plan (but again, it is part of the plan which we have paid for anyways), so it would not be chargeable when we send "STOP" or "STOP ALL". But when the "content services" SMS flow in, it is assumed that we have subscribed to these services and we need to pay for it.

This post has been edited by kinglarry: Sep 6 2015, 10:54 AM

Thanks for your suggestion. I guess I will be there very soon, seeing this kind of frustrating customer service over the phone. Hope to have better luck dealing it with the customer service in person.

Any update as of now? I am filing it with CFM and SKMM soon, won't let Celcom take my money in such a way.

Thanks for understanding my frustration

Actually I think if you fight for the amounts, they would have to refund you. I will let you know if I have successfully get back the amounts.

That's good for you. I will lodge one report with CFM. Thanks for sharing.

So going to Celcom Center to ask them to stop this altogether should work then? If not for the reasons that I like my affected number and it being the XPAX plan that allows me to subscribe to EXP1/2, I'd have terminated this number at once.

32339 deducted 3 x RM3 within an hour when I left my phone alone for an afternoon while doing something. By the time I realized and stopped it, RM9 already gone.

It's too frustrating to have to always check my phone and I've stopped keeping too much credit in there.

Thanks, finally my case is settled after filing a complaint with CFM. It took exactly a week from the report date.

I was told at a Celcom Center that they can't bar the 5-digit messages from coming in, so I can only deal with them as and when I get them. This means I've to monitor my line 24/7!!!

This really sucks! I know other telco cards have this problem, but not as much as Celcom!?!

Just make a complaint report at CFM website, trust me. The matter will be solved in one week's time.

5 digit premium no is blocked by onexox/xox

only can receive from telco & online tac bank

I'm trying not to have to resort to that, but I really don't know how long my patience will last.

Even got this:
Your balance is not sufficient for your product rent, please recharge soon


All these happening when their lame excuse of "visiting a website, etc" are the same websites I visit on other phones with other cards!

Exactly!!! If an MVNO can do it, why not such a big telco as Celcom?!?

Hmm... maybe I might have to MNP out of Celcom to get this solved altogether.

Because Celcom and all the other Telcos gets a cut when they charge users for these content.

Did u subscribe to a new number when u got ur Celcom 38?

Usually this case is due to recycled number. Previous owner subscribe stuff using that number.

Nothing to do with Celcom at all. They just charge accordingly

I would say Celcom Customer Serivce is the WORST among all the telcos here in Malaysia.
- Unfriendly , unhelpful, non professional at all when dealing with customer.
- Always drag customer time! asked us to wait 3 to 7 days but eventually problem never solve

thats celcom mistake la..
if u buy recycled mobile no. .. the telco must do a clean up 1st.
so, new owner will get like a new no. too

You are right with the "3 to 7 days". Just directly go to consumer rights associations. Don't wait for them

If its a network related complaint (speed, coverage), normally case will take forever to resolve, applies to all Telco.

i also faced this issue, celcom customer service cannot solve it at all.. just ahead to complaint with SKMM

Did SKMM help you in the end? I complained with CFM and got my issue resolved in exactly a week.

1 year ago, yes, i got my refund back by SKMM compaint
and now i faced sms scam again and i complained and no action has been taken yet, 2 weeks already

File a complaint at CFM at the same time. We have nothig to lose =)

Just directly write to SKMM / MCMC once you found out your bills has been charged with the so-called third party content services.
If the third party charges you for Rm4, Celcom get RM2 or more. And now you know why they keep accusing we are the one " ACCIDENTALLY" activate those services.

I also have the same problem, receiving charges ever since switched over to celcom. Wasted my time talking to customer service, end up submit a complaint via CFM. Celcom acknowledged receiving it but not action for 3 weeks now. Just escalated the complaint to SKMM to see if there is any action then.

i'm considering to MNP from celcom to umobile.. last month they take my money RM3.. after check my bill its come from these bullshit 5 digit no.

and latest this month they take another rm7.. all from a few 5 digit no.

when call CS, they just told to make a complaint to SKMM and stop the message by sending sms STOP ALL to all 5 digit no. i have received..

a bit weird i still received this 1 sms everytime when i changing my simcard same like b4..

xpax prepaid also same sometime my balance will missing 1 or rm2...

Does anyone have a complete list of all these SPAM numbers, so that I can try putting them into the Block List on my phone? Every time you send STOP ALL or STOP MMS and block the number, the bastards send it from a new number.

I've been suffering from this problem throughout Novenmer (2015). Each time some MMS comes in and deducts $1.50 from my Xpax credit. Then if I have to call them and report, I have to pay another $0.50 to speak to the incompetent customer service operator, and then after that I need to spend $0.30 to sens the STOP ALL or STOP MMS message. Even if I desable MMS messaging, the money still gets deducted even though the MMS isn't shown. WTF?! Already lost almost $15 this month alone. Just filed a report with SKMM two days ago.

i sometime also received that sms and reply "STOP", i think they sent sms at mid night, so after 1030pm i off my line.

sms normally comes after 11pm.. Sometimes 1am or 2am too

This post has been edited by nexona88: Nov 23 2015, 06:57 PM

Even if you block those numbers on your phone, you will still get charged unless Celcom blocks those numbers.

Switch Telco

^ It that's the case then I'll probably switch telcos next month. Luckily it's not my main work umber. Still a waste since I just purchased extended validity a couple of months ago. >_>

celcom desperate for money to close 2015 annual report.

I thought some phones have option to disable MMS

Now since celcom cannot help the problem with my wife's phone. I transferred out credit and left it at RM0.60. Will leave it like this for a few weeks since have 2nd number on hand. After few weeks try to transfer back or reload sikit to see if problem still persist. Being charged RM1.50 daily really cannot tahan... nasib it was not postpaid.

me too being charged for those crap, just filed a complain at CFM and SKMM.

I used to live in UK and the bill is exactly the package you subscribed. You won't get any surprise charges. But in Malaysia, haih, really fed up with the system in Malaysia.

well UK is developed country. their services are at world standard & fee quite reasonable too

while in Malaysia services so-so only & fee quite high side

Actually those numbers (5 digit? - whatever) are the channel service sold to 3rd parties for doing business/service. Nothing related to Celcom. I think same like other telcos too. The spams are from them. Telco do not know how these service providers do their business because telcos just sell provide channel (just like you subscribe a phone line). Sometimes they sent msg and when you just click to view or read, it automatically subscribed you with the service. This is illegal as defined by MCMC. If report to MCMC, the company can be fined or got licensed revoked.

This was what the Celcom Center told me. They have list of channels and what companies subscribed to it. They also gave me the list how to stop the service. They told me not to follow the instruction by the service provider as the STOP service command is not really cover all the service from that particular company

telcos are liar ..
Nothing related to telco ??? who said that??
fyi ,, if 3rd party want to do 5 digit sms biz .. they must connect with telco & the telco take some portion around 40-50% from the charging rate.
and some of the promo comes form telco number ... & nowadays telco using ussd method to push the promos.
also not all 5 digit no. belongs to 3rd party .. telco also got their own 5digit no. to do these type of content & charging..

Update: after leaving credit at RM0.60 for few days. No messages were received. However, celcom suddenly refunded around RM30+ credit maybe because skmm complaint was filed. After credit received... those stupid messages came in again and started deducting credit that was refunded.. aiyo pening ini macam.

there u have it..

when credit below rm1, no crap msg, but when rm30 refunded, all the crap msg started back.

telco & 3rd party is collaborating

thats happened bcoz u hv more than 1 no. subscribe to 5 digit services.
pls unsub & make a complaint again to mcmc

Easier to switch Telco. Seems like they are targeting whales who don't check their credit balance.

This is my last week using Celcom and i have never felt happier.

I've been trying bro, they even replied after unsubscribe "request has been processed, you will not be receiving future messages from xxxxx". But next day still message come from same number. Really

the "unsubscribe" thingy won't work

Do you guys think it will work if I port my XPAX number out to another telco, will this 5-digit rubbish stop altogether? Or will it follow the number for life?

Feels like I'm holding a time-bomb but I like the number.

then u must make a complaint to mcmc ASAP..
make sure u stated the 5 digit no. correctly

just go for live chat. they unsubscribe the content services on the spot. done this for both telco (maxis and celcom) sometime ago. i think the customer services was too lazy to read the report via email.

Strangely mine happened only about a year after I bought it, so I doubt it's something from the previous owner of this number. Neither do I believe the crap they gave me about opening a certain website and getting my line affected, coz I just about open similar websites with the other telco lines as well.

The question I mentioned before, why does Celcom seem to get the most complaints of this nature? Due to a security flaw or really inside job as some here seem to think so? Or just a lack of interest to rectify the problem?

This post has been edited by RDoe: Nov 29 2015, 10:18 AM

care to share details about the list of channels and the related companies?

well what I heard is Celcom have the most "problem". others telco also have but not so serious

u can port out to other telco ... then the 5 digit no.. will be automatically terminated.
u may choose the new telco without those 5 digit no. services ... such as altel, xox, tune

celcom cs are a big joke. i think they outsource it to some crappy small company. few years ago i got a dispute with them. rm10 being deducted from my prepaid balance. yeah its a small amount but when i contact their cs for some explaination, all i got was a really, really unprofessional and rude reply, plus they straight refuse to refund me even when its their mistake all along. when i said i'm gonna report to proper channel, i got reply "incik nak repot silakan, itu hak incik, tapi kami tak boleh buat apa2". reported to skmm and a week later got my refund plus an apology.

https://forum.lowyat.net/topic/1841061/all > SMS Gateway Lists

I don't keep them. Probably a year or more ago. The paper that contained the list of companies and code to stop them was given to me when I went to Celcom Service Center branch (not the rep office). I'm sure they can provide you he list if you ask any Celcom branch.

Im using old number, still was charged for it.

Change from Family package to the RM48 3GB package, feels cheated.



What the hell?!?!

Does it occur because I accidentally clicked on some ads? Probably, but Im pretty sure they cant just charge us easily like this..

i also faced this problem for a few month using celcom 38 ... this month i had to pay rm11 for that services... same story like all of you told after i call Customer services..

i want to know i want to make a report to skmm..

Sialcom paling full of shitz. Last time, i lend my gf to use my sim for a week. After a week upon returning back my sim to me, she asked why celcom has so many messages coming in. I pun tak tau how to reply. Full of nonsense messages from them. Bet many people out there also receive all these crap everyday!

Yeah, compare with othes telco, celcom have the most spam / scam mgs! Seriously something wrong!

A fren of mine just MNP to Maxis after encountered similar problems for few months

later would say maxshit & back to celcom

Freaking celcom
Keep charging me rm1.50

Complain to skmm etc
Celcom send me a message said will investigate
Nearly 1 month d, going to complain again

Waste of my time

problem still exist now?

skmm didn't do anything

Give up on malaysia system d
No hope.

Going to mnp to prepaid soon

Discontinue the service n MNP to other operators

celcom prepaid?