Previously when Celcom first launched the First Basic 38, I decided to get a new number from Celcom. I was charged for RM40.30(38+GST) at the time of registration. The employee at BlueCube MidValley told me the fee is "advance payment", so I paid it without any hesitation. When the first bill came, I was actually charged RM80.56. Therefore I called up Celcom to ask for an explanation. Only then I know the RM40.30 I paid during registration, is actually a one-time fee imposed by Celcom. I was failed to be informed regarding such charges! And by definition, ADVANCE PAYMENT is absolutely DIFFERENT from ONE-TIME FEE!

* Celcom CS operator was convincing me that I should not mind about the one-time fee at all, since the plan is already so cheap.


Moving on, I ported another two numbers to Umobile for the Hero Postpaid P70 plan. Then I add one additional member line to the same account. I made the registration at One Station Telecommunication, Giant Hypermarket Klang Sentral and paid RM95.40(70+10+10+GST) on the spot. When the first bill came, only RM 74.20 was reflected as credit. Additional RM20 is missing from the bill. The authorized dealer told me the RM20 is for the 2 additional member lines, while Umobile customer service said it is service charge imposed by the dealer. I was stunned!

Aren't all these frauds? Failure to inform consumer regarding these charges is not the consumer's fault! I feel disgusted for the act of greed and irresponsibility.

What should I do?

This post has been edited by leolaikz: Dec 25 2015, 10:54 AM

Buat laporan di cfm.org.my

Customer service did not even bother to issue me a complain number

Just email to aduanskmm@cmc.gov.my. Make sure you give all complete details, post the bill charges, receipt etc if you have. Explain to them as you do in this forum, and see if they can get an answer from those telcos.

So sad to hear.. All telco is same.. It's all about money only.. Do report as others said

Lodge a report with MCMC

Not sure about the Celcom plan.

For U Mobile P70, there is a one time deposit of RM70 which will only be refunded when you change plan/terminate/port out. Plus a RM10 stamp duty chargers.
I think the dealer can only collect RM70 but the rest you will be billed.

It is always safer to walk in to U Mobile service centre to register as the dealers like to charge extra on everything, including prepaid packs.

Fight them with SKMM.

I also face same problem with you about this overcharging when you register a new First 38. I also paid RM40.30 during registration and then they charge me pro rated plus another RM38 advance. I told them I already paid the advance during registration. Drag for few months already. Always explain that the charges was correct. Then I asked them to compare with the lines I MNP to Celcom and why the billing did not have any advance payment charges. Finally last week they called me and said will refund back the RM38. I wait n see first la.

I also had a case with Digi whereby they used to promo cash back guarantee. When I register that time, they said cancel within 7 days to get RM50 back if your usage is below RM25. I cancelled within 7 days but after a while, they change the tnc to cancelling after 7 days. Of course they only refund me RM25.xx while deduct the usage. I fight a few months with them until they admit their wrongdoings. However the cheque still havent arrived after 4 months. I think I will fired a new email to them soon.

How serious is SKMM on our complaint? Just e-mail an official complaint letter and some evidence is sufficient?

SKMM is like peace maker. It will keep track of the conversation between you and celcom as long as it's being done through SKMM site. Celcom would need to deal with your complain as long you didn't accept their story and keep pressing for a solution. Since skmm is also a body for governing quality of services provided by telco, any wrongdoings by telcos might be penalised.

SKMM, then if failed, go tribunal