Thursday, June 18, 2015

My love letter to DiGi

RM4/sms & RM548 for Jan-June 2015 bill for an unknown subscription.
I bet they have been charging me from 2012! What an easy way to make money.

Dear DiGi Customer Service,
I am writing to express my dissapointment and frustration. Being a loyal DiGi customer since 2010, I was once charged for my Blackberry Internet Service (BIS) for more than 12 months and then was refunded by DiGi.

Again, to my surprise, I was then charged for an unknown SMS subscription that charged me for RM4 per sms!

1. I called your DiGi Customer Service to inquire on my bills on 15th June (Mon) at about 8.50 pm. Spoke to Ayu and she explained that I was charged for Rm4/sms from 33961 (which was referred as third party service). She assisted me (whom in the first place spoke to my husband as I was initially a sub-line and then I took the DiGi SmartPlan 148 and bought my iPhone6. I am now no longer a subline). We couldn't refer our E-Bills in the OCS and therefore we can't view the itemised bills. Ayu then referred our case to Technical to revert to us within 24 hours. She then also cancelled the SMS subscription and tried her best to solve our issue. We were happy with the way Ayu handled our case. She is definitely a good customer service representative and very attentive.

2. 16th June (Tue) at 11.47am, your DiGi customer service (her name is Kanta), called me and said that within 48 hours, "the third party" will call me to clarify. I asked her "What if they don't call me within 24 hours?", she then gave the MNC Wiressless contact details (which is the third party who has been charging me ridiculously!) . I did asked Kanta to provide me the itemised bills as I would like to know since when this 33961 SMS service has been charging me. She then said, I have to ask for it from MNC Wireless. I have no idea why a DiGi representative unable to provide me this details. She clearly not helping me at all and make me do her job instead! I personally think she need more training!

3. 16th June (Tue) at about 2pm, I called DiGi Helpline and spoke to Syafiqa. She was really helpful and she emailed me my E-bills from 12 Oct 2014 to 11 Jun 2015 in less than an hour. When I looked at the Itemised Bills, this 3rd party service (33961) has been charging me definitely more than RM548 all this while! I am pretty sure this has been charged to my account since 2011/2012 after the BIS incident. According to Syafiqa, she can only email me my E-Bills up to 6 months before and beyond that, she will need to request from the Billing Department. I am seeking your attention to investigate this matter and identify the start date that this 'unknown SMS subscription has been charging me.

1. How could this 'unknown SMS subscription' charged to my bills without my consent? If it's an 'automatic subscription', how could it be that easy to sign up for Rm4/sms that cost me more than RM548 in long run???? (I bet the amout is even more) That is a lot of money! I am totally dissapointed of this 'hidden charges'.

2. I can't view my E-bills to retrieve all my previous itemised bills- Syafiqa told me that although I no longer a sub-line, I have to go to DiGi Centre to cancel it/terminate/get out from the plan. I thought this was made clear when I signed the agreement during my iPhone6 purchase at DiGi KLCC. Please advise. It is so confusing.

3. With that, I am also unable to create MyOCS and I do not want to pay for UNCESSARY THIRD PARTY SERVICE WHICH HAS COST ME A LOT. With all this issue, I am unable to pay my phone bills.

I trust DiGi can do better than this. Please resolve all my issues and most importantly I want to know how much I have been paying for this ridiculous RM4 third party service.
Kindly look into this matter asap. Thank you.

I was told the culprit is MNC Wireless

They are the third party service that send an sms blast and charge the receiver RM4 per sms! What a way to make money.  I am not too sure on the mechanism of this 'business' but I think it is not fair to earn easy money just like that.

Always check your bills. I would say this is the cons of having paperless bills.

I have lodge my complaint on Mon, 15th June and to date I don't understand what took they so long to get the itemised bills, compile the cost and refund back my money. 


Syed Faiq said...

Did you get the refund?

F. Hilda said...

Yes, I did. In credit. So, I didn't pay for my bills until I reached the credit refund amount.