Celcom 2nd Answer

12
Celcom Mobile Sdn. Bhd. (279 I O-A) P.O.Box 11979 50764 Kuala Lumpur. Tel: 1300 III 000 or I1II from your Celcom Mobile Fax: 603 3630 8889 [email protected] Our Ref.: C120409-38402036 & C120420-38609704 Your Ref.: MCMC 23 April 2012 Mahamad Bin Abdul Rahman No 18 Lorong Rupawan 4 Taman Rupawan 13200 Kepala Batas Pulau Pinang Dear Encik Mahamad ACCOUNT 43685752, 43685039 AND 43685486 0192073641,0192079359 AND 0134507861 \• Reference is made to our earlier reply ~f. 10 April, 201~, and the tel~~hone conversation held between your goodself and one of our offiCials on 20 April 2012, pertalnlngt01he above matter. "').. We duly note on your comments and deeply regret the experience you had . .., As informed, we have taken action to block all promotional SMS from level 6xxxx short codes . ..l • We have also taken action to remove the GPRS/3G data service from all of the above numbers. an aXlata company \i . Rest assured that your concern is given detail attention with further action thereupon In response to your enquiry, we note that an adjustment of RM52.00 has been credited into your account on 19 April 2012 due to the misleading SMS received from Content Provider. b' For your information, we strictly observe our Standard Operations Procedure that stipulates strict compliance to the confidentiality of our customer's information to any unauthorized party. ~.

Transcript of Celcom 2nd Answer

Page 1: Celcom 2nd Answer

Celcom Mobile Sdn. Bhd. (279 I O-A)

P.O.Box 11979

50764 Kuala Lumpur.Tel: 1300 III 000 or I1II from your Celcom Mobile

Fax:603 3630 8889

[email protected]

Our Ref.: C120409-38402036 & C120420-38609704

Your Ref.: MCMC

23 April 2012

Mahamad Bin Abdul Rahman

No 18 Lorong Rupawan 4Taman Rupawan13200 Kepala BatasPulau Pinang

Dear Encik Mahamad

ACCOUNT 43685752, 43685039 AND 436854860192073641,0192079359 AND 0134507861

\• Reference is made to our earlier reply ~f. 10 April, 201~, and the tel~~hone conversation heldbetween your goodself and one of our offiCials on 20 April 2012, pertalnlngt01he above matter.

"').. We duly note on your comments and deeply regret the experience you had .

.., As informed, we have taken action to block all promotional SMS from level 6xxxx short codes ...l • We have also taken action to remove the GPRS/3G data service from all of the above numbers.

an aXlata company

\i . Rest assured that your concern is given detail attention with further action thereupon

In response to your enquiry, we note that an adjustment of RM52.00 has been credited into youraccount on 19 April 2012 due to the misleading SMS received from Content Provider.

b' For your information, we strictly observe our Standard Operations Procedure thatstipulates strict compliance to the confidentiality of our customer'sinformation to any unauthorized party.

~.

Page 2: Celcom 2nd Answer

It is hoped that the above could clarify the situation and we seek your kind understanding in thiscircumstance.

cc:

1. Chief Executive Officer - Celcom Axiata Berhad2. Malaysian Communications and Multimedia Commission3. Head, Regulatory and Government Affairs - Celcom Mobile Sdn Bhd

Page 3: Celcom 2nd Answer

Your Ref: C 120409 - 38402036 & C 120420-38609704

Mahamad Bin Abdul Rahman,No. 18, Lorong Rupawan 4,Taman Rupawan ,13200 Kepala Batas.S.P.V. Pulau Pinang.

IOth/05/2012

Cik Rohana Omar ,Head

Customer Correspondance ManagementCustomer Interaction ManagementMenara Celcom ,No. 82 , lalan Raja Muda Abdul Aziz ,50300 Kuala Lumpur.

Dear Sir:

~f:'04lJAFTARRegistered Post

~

Complaint Ae:ainst Celeom Axiatn Berhad For Sendine: Con SMS.

Your letter dated the 23th/04/2012, refers.

2. Your adjustment ofRM 52.00 credited to my account on 19th /04/2012 is noted.Thank you.

3. However, money is not the only issue here. Please refer to my first letter addressed toCelcom branch Manager, Seberang laya, dated 06th /04/2012 under item No. 14, I hadstated clearly that I demanded a wriltten apology from Celcom Axiata Berhad for sendingme a Con SMS at 11 : 32 pm on Thursday 15/03/2012 , when I was sound asleep. Youraction had caused me great pain, mc;:ntalstress and anguish.

4. In the same letter under item No. 12 (c) I queryed Celcom about the extra RM 0.40charge above the basic charge ofRM: 5.30 to No. 013-4507861 for March 2012 bill. Thesim card was never used since December 2011 .

Actually this is not the fist time Cellcom charged me for services we cannot and neverused. I had requested your staff to block 30 , OPRS and all Internet access to the threenumbers registered to me on 17/11/2008 and again on 16/04/2010 . Two telephones(model: W 510) had the above func:tions locked out by your vendor on 17/11/2008 andthe NOKIA model 1600 ( simcard No. 019 - 2073641) donot have 30 ,GPRS andInternet capability .

Page 4: Celcom 2nd Answer

Please refer appendix 1 to appendix 6. These are sample of bills where I was charged for3G • GPRS and Internet roaming when the function was already blocked on 17/11/2008 !Please refer same letter under item No. 12 (0) - update is required. The Nokia 1600

(019-2073641) do not have 3G, GPRS and Internet capability build in. Other bills andmore (when I open up my storage boxes) will be upload to Internet later.

You can see that Celcom had been cheating me from 2008 right until 28/04/2012(appendix 6) •

Occassiona1ly I would go down to Celcom Seberang Jaya branch and made complaints.Your staff told me they will investigate and put a stop to it. You had been investigatingsince 04/12/2008 . What have you found? Why I kept being billed when the services hadbeen blocked so long ago.

Appendix 1 to 6 (sampel) is the proof that Celcom Axiata Berhad is very deceit andunscrupulouss in providing service to it's customers . You cheat us at every opportunity .For this I demand your explaination in writing.

5. You also do not explain :

a) Item No 12 (a) and 12 (b) in your two replies.

b) My letter dated 06th /04/2012, addressed to your CEO, refers. Item No.3: whathappened to case No. C081204 -10846509 filed on Thursday 04/12/2008 (accepted andsigned by your statINorhaslina Bt Ahmad) . Are you like the Malaysian Police Force ­every time I asked them about a Police report, they explained being investigated or underinvestigation or action being taken - fmally they actioned the report in to the filingcabinet . You had investigated for more than 3 yrs . I am very keen to see the findings . Iwas scolded by your staff before I can filed the report then.

6. With reference to your letter dated 23 April 2012 , paragraph 3 : you frankly admittedthat only now Celcom is taking action to remove the GPRS/3G data service from all ofthe above numbers. Please refer appendix 7: in my meeting with your staff CikNorhaslina Bt Ahmad on 4/12/08 , she promised to inform Celcom' s relevent departmentto remove/block GPRS, 3G and Internet service to all telephone numbers registered tome. Refer discussion 'and other metters' (clan lain-lain hal). Celcom Axiata Berhad haddefaulted on the above promise/agreement which enabled you to cheat me continuouslyfrom 2008 until 28/0412012 . You are very deceitful, unscrupulous and a liar.

This resulted in great physical and mental stress, anguish, wastege of my valuable timeand money . I will be filing a Police report on this metter soon.

7. I demand the above written apology and explaination from Celcom Axiata Berhadbecause I had been victimised and mistreated as Celcom customer. All the while I had

been con and cheated by Celcom ceaselessly. Because of the billing problems I faced

Page 5: Celcom 2nd Answer

with Celcom , I had to buy a HOT LINK sim card for my son and stoped him usingCelcom No. 013 - 4507861.

Thankyou.

Yours truly,

c.c

1. Dato' Sri Mohammed Shazalli bin Ramly ,Chief Executive Officer,Celcom Axiata Berhad.

2. SKMM Consumer Complaints Bureau,Malaysian Communications and Multimedia Commission

3. Dato' Wira Syed Ismail Bin Dato' Syed Azizan ,Pengarah JSJK , PDRM .

4. The Director,Consumer Association OfPenang (CAP)

0336308889

038688 1880

0326163700

048298109

Page 6: Celcom 2nd Answer

[ Caj Penggunaan/panggilan 1

SMS Tempatan - Hantar

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27/12/2008 13:37:16 CELCOMUtara KAWASANUTARAJumlah

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Jumlah Caj Penggunaan dan Panggilan

Pengumurnan

0124412966 00:00:01 Flat Rate 0.10

110

aBERSAMA MEMBASMI DADAH"

-oADAH MUSUH NO.1 NEGARAa

Pelanggan Yang Dihargai.

Bersama dengan orang kesayangan dan nikmati kadar rendah semasa berada di luar negara melalui Panggilan Video 3GRoam Saver. Dail *130*<kod negara><nombor telefon># dan panggil. Contoh: *130*60191234567# dan panggil. Tertaklukpada terma dan syarat.

Terima kasih

Page 7: Celcom 2nd Answer

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Page 8: Celcom 2nd Answer

an_company

ENCIK MAHAMAD BIN ABDUl RAHMAN019-2079359 Nombor AIc.aun

NamaNombor Telefon

IiiTerp,erinclPanggllan Menunggu/DitangguhCLIP

Panggilan Bersidang

TeJemanager BasicYuran BulananIDD

28/03/201028/03/201028/03/201028/03/201028/03/201028/03/201028/03/2010

27/04/201027/04/201027/04/201027/04/201027/04/201027/04/2010271JW..2010

Jumlah (RM) 53.00

3.000.000.000.000.00

50.00!!!2

53.00

--

Panggilan Suara dan Video 1+5Panggllan TempatanSMS Tempatan - HantarPengaunaan Data 36 '"

0.003.253.36

•. 1.007.61

Pengecualian Caj Panggllan

Jumlah

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ENOK MAHAMAD BIN ABDUL RAHMAN01g..20'19359 Nombor Abun 43685039 Jumlah(RM) 53.00

{ penggunaan Yang Pertu Dibayar J'-"Panggilan SUlra den Video 1+5

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Jumlah Jangkamasa PanggilanMnit Tersedia

Mnit yang perIu dibayarJumlah

Minit ialah jangkamasa yang dildra mengikut saat terdekat setelah dbulatkan mengikut bIok 30 seat. Caj dibulatkankepada 2 titik perpuluhan terhampir dalam Ringgit MaIaysia{RM) untulc: setiap transaksi panggilan yang di buat. Minitdan SM5 Tersedia akan dildra secara pro-rata dalam biDpertama bagi pakej baru atau ketika penamatan perkhidmatan.

Page 9: Celcom 2nd Answer

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Mesej Tersedia

Jumlah

Panggllan Tempatan

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Penggunaan Data 3G

3SMS 0.30

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Jumlah Penggunaan yang perIu dibayar 0.85

Page 10: Celcom 2nd Answer

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SIIS T•••••• n• Hanllr

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Page 11: Celcom 2nd Answer

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L _ iilf

(' Date

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Taikh BiI 2810412012

Nombor Akaun

.c685752

Cagaran

RMO.oo

NombOr Rujukon

442416715

Pakef

1 +5P1on

ENClK MAHAMAD BIN ABDUL IAHMAN

019-2073641

Get the full detols for ever( col usage on your bBl.

Flterby:

I-

https:llonlinecustomerservice.celeom..com.my/appJicatioi1lwsslsubmituc?_intemalMovemen1:=CH •.. 5/1012012

Page 12: Celcom 2nd Answer

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- Jumlah

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3669936699

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77.50

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