Celcom — wrong information, rude hotline agent and break of promise
My line was barred on the first week of December 2012 due to
outstanding amount of RM202. I called Celcom customer service
hotline to get assistance from them to reconnect my line with
payment arrangements by 15th of December 2012.
Along the way, I've received an SMS notification from Celcom
stated that I am eligible to increas my credit limit to RM600.
I decided to call Celcom Hotline to clarify the information and
the Cco mention it is true that I am eligible to increase my credit
limit to RM600. Before I made my decision to increase my credit
limit, I asked the Cco who attended me about my outstanding
amount, whether Celcom will still bar my line if I increase my
credit limit and she clarified by saying "NO".
After listening to her clarification, I decided to proceed.
The day after a different Cco called me on my mobile phone
number saying that actually I can only increase my credit limit
to RM550, so I told her to proceed with the necessaries.
On the 12th of December 2012 I received another SMS
notification saying that I am eligible to increase my credit limit
to RM600 and stated there just reply "YES" if agree, so i replied
and I received an automatic reply saying that my credit limit
has been increased to RM600.
On the morning of 15th December 2012 I came to a shock
knowing that my line was been barred.
I called in Celcom hotline to inquire about the promised which
has been made by previous Cco who told me that my line will not
be barred if I increase my credit limit.
The Cco who attended my call that morning was a bit harsh by
indirectly telling me that I have no rights to call in to inquire
about it as I still have an outstanding amount.
I highlighted to him that I actually called in on the first week of
December to check on the outstanding amount and the
procedure before requested to increase my credit limit as per
offered by Celcom them self but the Cco still being persistant and
refuse to listen to my explanation.
I requested to speak to his duty supervisor but he told me that he
will arrange a callback so i gave him a time frame by 12pm on
the same day.
I insisted him to ask his supervisor to listen to the call recordings
from my previous call to verify that the previous Cco has
promised me that my line won't get barred if I increase my
credit limit which made me decide to increase my credit limit.
Call ended in a very tense mood, after few hours the same Cco
called in saying that his Supervisor promised that will call me
back within 24hours time so that he could listen to the call
recordings which is situated at Menara Celcom jalan Semarak
and they are from VADS TTDI.
I agreed but until now no one called me to update and as per
promised by the Cco.
This is so unfair for me to wait as they have broke their promise.
I should not be blame for this as I have called in to do
clarification before I proceed to increase my credit limit, or else I
will just stick to my old credit limit.
I demand for an explanation and I demand for compensation for
this wrong information, harshness of the Cco and as Celcom has
given me a hard time for not having my line connected for more
than 12 hours.
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