Dear maxis,

I have submitted a request for relocation 2 weeks ago to your center at Sunway pyramid. Nothing is done either anyone from your side contact me till date. I been waiting until 24th September with no update and I decided to give maxis a call to check on it. To my surprise, the customer service agent that handle my call told me that the relocation was not submitted due to I have outstanding amount on my bill. That was from the first agent. If they couldn't proceed they should have told me on that day itself and not to accept my request when I'm at your center in Sunway pyramid.

After ending the call with your agent, immediately I make the payment and I made a call back to check is the payment reflected and will they proceed with the request. However your line is too busy I couldn't get on the line after holding on for 7 minutes and I decided on the second alternative which is live chat. After telling my situation to your live chat agent and the check on the payment and request, another surprise for me and I had been told there's another write off account which I have no idea what does it means that I need to settle before they can proceed. Again and I made the payment immediately. Get back to your live chat agent and I been told everything is in order and someone from your side will contact me for the relocation. And I did double check with your agent if everything is update in your good system and is the request been send to the relevant team and the agent assure me everything is good and the request has been sent. So I waited for they call till today and it seems no news at all.

Since there's no news at all, I decided to give maxis a call just to check if everything is fine or is there anything missing. Another surprise for me when I have a conversation with your agent. I been told to settle my outstanding amount again!! After further checking from the agent, she found out that payment is reflected and someone will call me today to give me an update. I asked your agent in a usual process, how long it takes for the relevant team to call me for the relocation request. She told me within 48 hours. I told her from the day I made the payment, it had exceed 48 hours and why there's no call at all? Your agent even agreed that it has exceeded and assured that some one will call me today.


Again I waited till 18:45, I decided to give maxis a call again. After given all the details to your agent, I got another new surprise from your agent that I need to pay for the relocation fees first before they could proceed and of cause I have not been told on this. And when I question your agent back, they as me the hold on the line to allowed them to check again. After holding, the get back to saying the main reasons it was not done because I need to clear my outstanding again. How many times do you guys want me to pay when I have paid everything ??? And of course I couldn't take it any more and give a good grandma stories on my whole process for this relocation to the agent. After the stories, your agent told me that he need to check with the center at Sunway pyramid. Suddenly it came to my mind why it has to be Sunway pyramid and not the department who handle relocation request. The agent told me the department had rejected the request from the center and need them to resubmit again. After hearing that, few question pop in my mind. When did they rejected the request? Why I was not inform the request been rejected? Do the center know the request been rejected? If yes, why did the center did not contact me? Is there's anyone from the department or center to monitor rejected cases and to follow up? Or if it's rejected just wait till the customer call in only you will inform the status? Is existing customer less important than new customer which is the reason we been treated this way?

And I have seen a lot of complaint on your slow internet connection from this forum. Slow connection with this kind of service is making me think twice should I still choose maxis?

This post has been edited by joseph_mtc: Aug 26 2015, 07:46 PM

Hi joseph_mtc,

Firstly, we apologise for such inconvenience and awful experience occurred to your good self in related to your request of relocation.

Secondly, at this juncture, there is an ongoing rectification where users may experience slow browsing during night. There is yet to have any tentative time-frame to resolve this issue however our technical team are working round the clock to resolve this matter.

Nevertheless, we would appreciate if you could provide the details as we have PMed you for our onward assistance.

Thank you

This post has been edited by Maxis: Aug 26 2015, 08:01 PM

What's the update on the relocation service??? I have submitted the request on 14th aug and there's still no action!!! And the worst part is when I call ur customer service agent today and he told me there's no submition from the the maxis centre which I walk in. What's is the centre doing with submition form that I fill up?? Frame it up at the centre?? Or someone lost it??? No called, no follow up from your side at all!! How long do I still need to wait?? Don't tell me is still in process. Is been process since last week!!

Hi,

-PMed-