Maxis Communications
reviews and complaints

account [protected]

since June 2023 to Feb. 2024 current. monthly credit card deducted for the service by maxis-auto [protected] Kuala lumpu MY and

maxis broadband sdn Kuala lumpu MY

a case was rise at KL outlet Case ticket ID: C73566288

but no one follow up and keep sending me email to pay up and just a week

ago terminate my line.

we have submitted all the transaction reference when the case was made.

please assist to rise this issue and resolve asap as i have paid for all this months and stop my line casing my inconvenience .

can email me or call my Singapore mobile at +65 [protected]

I expect maxis to restored my line by Tuesday morning 5/2/2024

my email

[protected]@gmail.com

Tolong tingkatkan skill serve customer dengan betul bukan dengan cara kurang ajar. Saya datang cara baik dan bertanya cara baik jadi tolong layan saya dengan cara baik juga. Jangan jadi staff kurang ajar. Kalau rasa tak boleh kerja sebagai retail atau promoter TOLONG BERHENTI KERJA ATAU TUKAR KERJA. Jangan serve customer ikut mood sendiri! Staff perempuan paradigm kurang ajar!

To : whom it may concern, Report No. CS1005281 My company face big issues after relocation. Customer service keep reply no port in our loation, but can't provide any temporarilly solutions to us, even I ask for temporarily broadband, also can't. I am wonder maxis is a big company, but can't provide any temporarily solution to customers, nowadays no internet is a big issue to a company, every single works also need wifi. I am already waiting internet for 1 months, customer service still asking waiting, I really dun understand how come maxis a big company can't even temporarily solve a problem like this. Really disappointed with maxis.

Hi,

We are happened to change our business account from different telecommunication company. While after contacting the contact centre and the branch itself, as per their advise we sign up with business account however after we complete our registration only we get to know the information given from both parties was mis-selling the product to us.

Company apply for relocation one month ago, still can't process to appointment for relocate cable... Call the customer always still pending for verify with us, When call the customer services always call us waiting for your call...We had received maxis call 5 times already to do verification, how important for your maxis fibre need to do over 5 times verification? Your system show we don't pick your call but we already answer 5 call from maxis! What service for maxis given then we still need to pay the maxis bill and maxis didn't solve our apply.

Even called 1919 to check before attend to maxis centre at sunway pyramid shopping mall & brought along company letter. Unfortunately told by officer no stock. Ask for solution, all arrogant staffs said nothing they can advise or help! Imagine we are corporate line user, even a replacement nano SIM card process took longer & complicated process as compare to consumer’s line.

Very unhelpful staff Mr. Aizuddin & also the staff Mr. Fath.

- Slow Actions from the PIC

- Promised to expedite installations after docs submissions completed

- Withdraw the applications plenty of times without reasonable reason by the respective team

- NO update or actions taken from the PIC

Have been waiting for almost 1 month for the new installations

- Been called the CS/ PIC to get assistance and have to bear their bureaucracy due to lack of information on the CS

- Miscommunication between the teams causes information discrepancies

Report C6979735

Satu tahun tak tau call berapa kali report internet line. First time I saw techinical come my house take photo for report only. Apa apa pun tak ada buat. Kalau tak tau please la jangan buang Saya punya masa tunggu you datang. Tak tau check datang buat apa, wayang sibuk? Lagi Suruh Saya buat baru punya appointment, maxis ingat consumer sangat sangat free.

I'm purchasing 300mbps which is cost rm129/month. For the first month usage, my bill increase to rm154. 40? As per I know, the bill is fixed. I'm using maxis fibre, not the postpaid. Always keep me to chat max the virtual agent but got useless response. Will not paying this amount if it didn't back to normal/refund. Attach is my whatsapp conversation with my agent. He also said I'm purchasing 129/month (300mbps)

1. Wanted to sign up with another telco but definitely not Maxis

2. The other company then said I can't sign up as I was blacklisted by Maxis many, many years ago

3. Went to Maxis and complained that there wasn't any outstanding bill delivered to me nor was there any SMS message from them throughout the years after Maxis service termination

4. Maxis staff insisted payment to settle the matter which I did under protest

5. Checked with Maxis the following day and they said there's no outstanding amount at all

6. Went to the other telco to sign up for new plan much better than Maxis but couldn't as I was still blacklisted

7. Went to Maxis to verify with the staff who said I don't owe anything to Maxis

8. Went to the other telco to sign up but the staff said I was still blacklisted

10. Learned a good lesson from Maxis

7 Jun 2023- menerima voice message bertanya mengenai kestabilan line internet dirumah. Internet asal saya adalah Unifi berserta saluran tv

9 Jun 2023- sy bersetuju utk menukar kepada line maxis dan telah memberikan butiran yg dikehendaki beserta persetujuan untuk pilihan package (30MBPS/RM89/WAIVER 3 MONTH) dan juga installation (16 Jun 2023)

13 Jun 2023-sy menerima voice message untuk menyemak e-mel untuk penerimaan bil Maxis yg mana jumlah bil adalah kosong.

16 Jun 2023-installation dilakukan dengan sempurna oleh pihak technician Maxis. Akan tetapi apabila sy menghubungi agen pd hari yg sama mengenai saluran tv, agen tersebut meminta sy untuk install myiptv. Namun , sy tidak menemui applikasi myiptv mahupun pencarian menggunakan henpon peribadi.

21 Jun 2023-sy menghubungi semula agen bagaimana utk mendapatkan saluran tv, namun step2 yg diberikan tidak membantu. Agen tersebut ada mengatakn utk mengepos kotak android kepada saya..Namun sehingga ke hari ini sy masih tidak menerima sebarang kotak android. Sy kecewa kerana agen tersebut tidak memberi info yg menyeluruh iaitu tidak mengatakan keperluan pengguna perlu ada kotak android sblm penukaran line internet dan juga menipu akan penghantaran kotak android tersebut.

10 Aug 2023-sy telah menerima bil dr Maxis terdapat bayaran tertunggak untuk line internet saya (cycle billing:21/5-20/6) yg mana adalah bertentangan dgn persetujuan waiver 3 month''. Cycle billing sepatutnya bermula dr 16 Jun-15 Jul (bulan pertama), 16 Jul-15 Aug (bulan ketiga) & 16 Aug-15 Sep (bulan ketiga). Pada pemahaman sy, pembayaran hanya akan bermula pada bulan Sep 2023.

Mohon pihak Maxis menyemak kembali mengenai hal ini dgn kadar segera.

saya telah mendaftar untuk maxis home fiber daripada bulan 4 atau 5 2023 dan sehingga kini masih tiada pemasangan di buat dan setipa kali saya menghubungi maxis terdapat percangah dan maklumat daripada setiap agent yang memberikan maklumat kepada saya..

pada 3/8/2023 saya menerima sms dari pihak maxis berkaitan dengan home fiber dan apabila syang menghubungi pihak maxis agent memberitahu yang pihak installation akan hadir pada keesokakn harian jam 9.30am untuk pemasangan home fiober.

pada 4/8/2023 jam lebih kurang 6.30pm maxis menghubungi saya dan memaklumkan yang home fiber saya tidak boleh di pasang ini kerana saya ada memohon vendor lain selain maxis..

pada 4/8/2023 jam lebih kurang 7.00pm saya menghubungi maxis berkaitan hal ini dan agent memaklumkan akan membuat laporan dan akan menghubungi saya dalam tempoh 24 jam u ntuk hal ini.

pada 5/8/2023 saya menghubungi maxis untuk menayakan hal ini dan agent memaklumkan telah membuat laporan sehibga la setiap kali saya bhubungi maxis agent akan maklum buat laporan..sampai bile?

my phone got stolen and i did make a police report , before i made a police report i did even call to safe device customer hotline , they dint ask me to stated the number that register to phone must be stated. but main issue is i lost the phone with main principal line sim card not the supp line...

next day , the department told me is approved after checking all the docuements and ask me make the payment ..i got the invoice everything rdy .after that another agents from safe DEVICE call FARAH is so rude and denied what they approval ,told me i must stated the subline number in the report.but i don't know get it , I'm the owner for this two line , and previous agents never ask me to do so...i even submit my purchasing receipt is under my name ...

how can you guys call me told me is approval after checking and suddenly is not , and the farah is so fcking rude to client and play some words tricks .Not going support maxis anymore !

Transaction Reference: [protected]

I have called on 11/07/2023 @ 1433hrs to Maxis customer care to check on my account as newly installed WiFi connection was interrupted due to overdue payment. The account was registered under my name and IC number but the bill was not linked to existing bill. I have spoken to Ms. Punitha (CS) who has zero knowledge on how to advise customer to solve the problem. She never ask any proper questions and keep saying the same things on how to link the account from my end. I lost my patience, and shouted at her on the call. I stopped my interaction with her and requested for a call back from her Manager to complaint about the issue. Around 1526hrs, Mr. Melvin (Manager) called and saying the same thing. He is on call with me, asking me to login with Maxis app. Mobile internet will not be available if we are on the call and he asked a customer to connect WiFi who called to complaint about the interruption. Totally no logic isn't it. Seems like both manager and the staff are totally not trained to ask relevant questions, identifying the issue and giving solutions to customers. Both don't have patience to listen to customer, they keep interrupting when I was talking and at end I told Mr.Melvin to let me finish my sentence, he stopped talking and just hold the phone without any sound. I said no interruptions not holding the phone without proper listening gestures. How I know if he is on the call and listening to me, so I hung up the call as no point wasting my time on the manager who don't have active listening skills. Both of them made fun of me and been rude to customer who needs their assistance. I have called again 12/07/2023 @ 9am and spoke to Mr.Adam who assisted me wisely and linked my account from his side. I have made my payment immediately to restore my account. I was so impressed with Mr Adam who assisted me in just 1min without no hassle. His tone of voice, active listening and problem solving skills turned my bad impression on Maxis customer care to a good one. I suggest that both Mr.Melvin & Ms.Punitha should listen to Mr.Adam's call and learn on how to assist customers in a proper way. Let them get coached by Mr Adam instead. I write this long complaint for a reason. As a customer when we need assistance, we call customer care, who supposed to assist us and get paid for it. Most of the time we don't get assistance as needed, get exhausted and ended up with bad impression on the company who don't know that they are spending millions to have a call centre just to get bad impression in just a call with badly coached CS staffs like Ms Punitha and inexperienced Managers like Mr. Melvin who make fun of customer's complaints. The frontliners always can make difference if they know how to assist customers properly like Mr Adam. Hope Maxis can do better in future. Thank you.

I would like to lodge a complain on Maxis Data Roaming package, which I felt like as a consumer, I was unfairly charged.

Context:

I was traveling in Turkey, London and Europe from 26th May - 12th June.

1. On 26th May, I signed up for World Unlimited Data RM99 as below.

2. On 31st May - 2:11pm my tour brought me to Bosnia in which I received some surprising message from Maxis that I have been charged more than RM300.

Within one minute, at 2:12pm, I received 2nd sms that I have used more than RM600 (without my own knowledge).

Then after, only the next welcome sms informing me that Bosnia is not included in the purchased data roaming pass.

Immediately upon receiving this message, I turned off my data roaming. Thereafter at 2:13pm (1 min from the welcome message), Maxis informed me that I have spent more than RM900z

3. Within this 3 minutes, Maxis messaged and informed that I have been charged RM900. And the notification that Bosnia is not included was subsequent to the charges. How can Maxis charges so much in 3mins? For further information, I did not actively use my phone and scroll the internet or abuse the data roaming.

4. Thereafter, my Maxis line was barred after 6 days of activating World Unlimited Data so I couldn’t use my mobile to call and access the purchased 30 days unlimited data for rest of Croatia and London even though I paid the full RM99 for World Data Unlimited plan. This affected the remaining 2 weeks of my trip where I had to arranged for separate simcard and paid extra and not able to utilize my purchased package with Maxis.

5. To my surprise, my bill for roaming in Bosnia came up to an enormous sum of RM2,829.86 (excluding service tax). Please refer to actual bill attached. This is very surprising as no further notification from Maxis was given after the last message indicating I have spend more than RM900 (within 3 minutes).

6. In addition, I have actually been using Maxis for more than 7 years and have set a credit limit spent on Maxis of RM1,700. However, within 3 minutes, Maxis did not honor the credit limit set and charged a total bill of RM3.2K for July, which I’m unable to afford.

With this, I would like to lodge a complain and appeal to Maxis to waive off the entire extravagant Data Roaming charges of RM2,829.86 (& its proportionate service tax) as this is unfair to me as a customer.

Dear Maxis Customer Service,

I am writing to express my disappointment and frustration regarding the handling of my relocation request for Account [protected]. On March 25th, 2023, I contacted Maxis Fiber's customer service team to inform them about my upcoming move on March 28th. I specifically requested assistance with the relocation process, and one of your representatives assured me that the fees or charges associated with the relocation would be waived until a successful migration was completed.

However, to my dismay, I was informed later that the new location lacked the necessary port for the fiber connection. I expressed my willingness to wait patiently for the issue to be resolved, as I understood that such circumstances were beyond Maxis' immediate control. Unfortunately, I was utterly surprised to discover that from June 19th to 20th, all the phone lines associated with my account were suspended due to outstanding charges on Account [protected].

Upon contacting your customer service team, I was informed that only the charges for the month of April would be waived, while the charges for May and June had to be paid in full to resume the services for all the other phone lines. This treatment is highly unfair, as it was the unavailability of the fiber connection that caused the suspension of my services for a period of two days. Moreover, I have been a loyal Maxis customer for a significant amount of time, and I had hoped for a more reasonable resolution to this issue.

I kindly request that you thoroughly investigate this matter and rectify the unjust charges imposed on Account [protected]. It is essential for Maxis to demonstrate a sincere commitment to customer satisfaction and fairness. If this matter is not resolved satisfactorily, I will be left with no choice but to transfer all my accounts to another telecommunications operator. I assure you that I am serious about taking such action if my concerns are not addressed promptly.

I trust that Maxis values its customers and will handle this situation with the utmost urgency and professionalism. I kindly request a written response addressing the resolution of this matter within [reasonable time frame, e.g., 14 days] of receiving this letter. Your prompt attention to this issue will be greatly appreciated.

Thank you for your immediate attention to this matter. I hope we can resolve this dispute amicably and restore my faith in Maxis as a service provider.

Since January our company has been requesting to change our Maxis Plan Company Billing Name. However, the poor service and communication of the customer service and and the technical team cause this issue still couldn't solved till now, they have no person to follow up the case and the case is keep throwing to a new person in charge, and instead of they follow up and do the case study, they are keep repeating asking the same documents from us.

Our company director has issued a Letter of Appointment to them to appoint our CEO to do verification. and our CEO has done the verification, which agreed by Maxis, but few days after the verification they are requesting all the information that are already submitted and also request the verification from our director again. It's so frustrating as we have no idea what is the function they request an appointment letter if our CEO couldn't made the verification.

And they have closed our case for several times when they couldn't solve it, and when we ask to reopen the case, they passed it to another new person in charge, which cause the whole process repeat and repeat again.

And we requested to speak to the upper management or person in charge, the customer service will just say that they has no right to reach to the upper management and person in charge, they could only send email, and there is no other alternative ways that I could solve this problem. and when we received the email. it is just another round of asking documents and information that we have already submitted.

Case Reference: C6001552

Report Date: 26 May 2023

Status: Still in progress / Under Investigation

I’ve been facing Fiber home Network/Service fault for the past 6 month (or maybe more). The most frequent problem happens when it’s raining.

Get to know from few different contractor from Maxis and Unifi, they are commenting the same that the root cause of the problem it is because of my Port is too far away and it’s not well installed/located. The Port can easily get “Disturbed “ by animals and force of nature.

Many contractor came, even they reconnect my connection but still it happen again and again for the same reason.

Now thing get worse as the connection is now not able to restore back and was told that re-cabling work is required. Maxis inform it's TM scope, and TM inform it's under Telekom cabling scope.

Also, my Fiber connection point was not installed in a proper manner. The cable were wrap with wiring tape and Hide under a roofing tiles only instead of connecting it properly into a TM box.

Each time I commented to thier so called Max-Experts that they send they will be telling that this is under TM Unifi scopes and they cannot do anything. They will raise this issue to you office but NONE action taken. Few complaint made, same excuse given with ZERO action. If they unable to solve issue whats the point sending them?

I believe the time given to rectify the issue is more than enough that I can even installed a new Fiber connection already.

It seems that they will not take things seriously as it’s because the user is still bind with contract and not able to cancel the service. They will not prioritise solving issues.

Regreted that i canceled Unifi to port in to Maxis Fiber..