Maxis Communications

26/3- I bought a phone from Maxis Sunway. After payment, I realise there is 2 msg in my inbox dd 19/3 where I just bought the phone on 24/3. I demand for a change...after checking the executive in charge Amrath Gill had change me a new phone as realise is their fault and it might be internal fraud...however after key in pass code at new phone...the phone cannot log on as not able to confirm my pass code. ...how can this be... I enter pass code 1st time and reenter 2nd time to confirm...how can it be wrong..the exec Amrath Gill referred us to Machine Sunway to reset...however Machine is not authorised to reset...and I have no choice and need to send my phone to I phone service centre one utama.
And Maxis Sunway just ignore our issue.

First how can such a big company Maxis Sunway trying to sell a used/ opened phone at brand new price to the customer?
Based on the sms sequence
It might be on 19/3 there is a customer with hp no 016xxx as per the sms had purchase that unit of phone...subsequent due to debit card retail limit exceeded. ..thus the customer does not proceed to purchase the phone...
Then Maxis Sunway is trying to sell as brand new to next victim. .

2nd the exec Amrath Gill ask me to key in pass code without explaining n cause the phone locked...
I suspect the sales person who attend to me by the name of Ben should know the phone already opened/ is not brand new phone. The cashier an Indian lady as per tax invoice named Premala also know this is a used/open seal phone as she is asking me whether I want to buy the phone casing which come together with the phone..original price RM29..they can sell to me at RM24..I am not taking the offer as I do not like the casing upon payment.
Pls investigate as maxis such a big company should sell genuine product n brand new product at new retail price n do not cheat consumer.

Hi, on the 24/3/17 I received a letter from maxis from the name siti sabaria with attached address is belonging to my parents where I am also staying.
As per my knowledge, I don't know anyone of that name from my house and we never rented the property to anyone previously. I am not sure how this person is using the address and signed up for new number. And the letter I received and opened up for further clarification. The number too not belonging to anyone from my home. I am scared that someone might just falsify some details. Hope action to be taken immediately.

I am here attaching the document for further action from your side. Thanks in advance.

On mid feb 2017 i have contacted maxis to apply for the biz Fibre and the staff advised me to contact their authorised agent, which the number was given 03-[protected](Maxis Enterprise Inside sales).
On 21st Feb, all the requested forms has been submitted. Since then till today 22nd March, no pre-visit as promised and no progress updates. Infact i recieved 4 different case ID till date from the agent and 2 case ID from maxis corporate for 1 single request. Every time i call, Maxis will say they will call me.. but they just dont call.
I wonder is this how they treat a corporate account request?

tarikh berlaku: 9 mar 2017
kejadian yang berlaku: saya telah menyuruh anak perempuan saya untuk bertanya kepada maxis dealer di dpulze berkenaan number telefon saya. pada masa kejadian, saya tidak ada bersama anak saya kerana kesibukan bekerja jadi saya kirimkan whatsapp gambar ic saya bahagian depan dan belakang untuk mengesahkan bahawa number saya itu didaftarkan atas ic saya atau isteri saya. anak saya bertanyakan dengan cara baik, tetapi dimarahi oleh seorang pekerja yang sedang mengendalikan pelanggan. anak saya menunjukkan bukti bahawa number yang ditanyakan ialah number ayahnya (saya) dengan menunjukkan gambar ic yang diberikan saya di whatsapp namun anak saya dimarahi dengan lebih teruk. kalau tidak boleh check pun takkan sampai pekerja yang memang kerjanya khusus untuk melayan pelanggan itu perlu meninggikan suara terhadap anak saya? adakah begitu cara pekerja melalukan pekerjaan? saya sangat kecewa dengan cara pekerja itu melayan anak saya

I'd topup my prepaid num through maxispay using my online banking acc on 04/03 around 11.11am. It was success as per stated however i didnt get any credit at all! I checked my bank acc balance it has been deducted rm60 but my topup wasnt credit! I then call their hotline 1800 n claimed i shud call 1300 line for prepaid issue. (This is very frustrated) n u know what is funny here, i don have any credit at all n yet they ask me to call 1300. I then tweet to their @hotlinklistens and claimed my issue has been esclated for invstgtion n they will get back to me for d update. Hahaha.. This is ###, none of ur staff get back to me. Yet im d 1 who called ur 1300 hotline n need to spent rm10 just to talk with ur end. But nothg has been done from ur end to please me! In fact ur staff raj (Manager that i spoke to, promised that my topp will b crdt b4 10am : 05/03) n today is monday already (06/03). My acc still 0.00 & no amount has been credit yet!
Pls look into this.

My case number is C17570521 in regards to unauthorised credit charges of RM29.90 to my Public Bank Credit Card Visa Gold [protected].

I went to Maxis Centre in KLCC sometimes in April 2016 providing all the information (my credit card statements and my contact details) but until today nobody from Maxis contact me, almost a year now. On the same day I have cancelled my said credit card as the Customer Service that took on my case said that there is no record showing 'where is the auto billing of RM29.90 gone to' and upon further checking it is confirmed that I do not have any outstanding amounts nor have an active account with Maxis.

She said there's nothing much she can do and my case will be handled by Maxis Complaints Team that will be contacting me soon.

Would appreciate if someone from Maxis could look into my case.

My account no:[protected]
Company name All ICT solutions (M) SB, maxis broadband internet connection was discovered down on 06 Feb 2017 8.30am, trying to reset and restart a few times but no result. Called up Maxis service center at about 10am, was asked to go round on and off but no results as well. Asked to wait for the technical support to call back with 2 hrs. No one called till 2pm called [protected], called gunalan...he said will get TM to come in by tomorrow morning.
07 Feb 2017, 9 .30am called and told to wait...as for report no. Given as C18655335 ...one hr later called back said call only send in someone the next day...we called again at 11.40am to clarify, was handled by Lin saying only will send someone on 14 Feb...asked for the manager, was told he went for lunch be back by 12.30pm...left behind Hp asked manager Anthony to call back. But no one call as yet.
We need the Internet to conduct our business, with the Internet down already impacted our operations, we need immediate attention on the matter. We consider to pursue legal actions on our financial and business losses.
I can be reached at [protected]@allict.com.my or HP [protected] - Cheong SH

I was at maxis service centre ipoh greentown branch on 2nd February 2017 approximately 1pm. I was served by a staff with his name tag Ashraf at customer service counter. I was about to clarify regarding the supplemental line.
Throughout the conversation, he was quite rude to me and with his poker face. I felt insulted the moment when I was asking about whether I can separate the the principle line from the supplement line, he answered: how you gonna separate? The number you're using is principle line! And it's still under contract. How you separate?
I hope there will be improvement with the services and not making me as if I'm asking stupid questions.
Thanks.

This prepaid registered under Muhammad Najib bin Ali approximately a month ago. Last week i received a misscall from [protected]. I have make a return call from different numbers and whatsApp but no reply. I assume that he or she has intention to know me for no reason. Kindly look into this matter due to my job meeting up with public and am afraid of my personal data information's known by others. This is because i have a same bad experience with Umobile where my numbers spread out to public and i received a few call and sms from public. But after a report being made, the disturbance stop immediately. Therefore i will make a full report to police report, www.skmm.gov.my/ and www.pdp.gov.my/index.php/my/ after receiving the respond from Maxis. Thank you.
Muhammad Najib

19-12-16 complaint Internet speed slow

Maxis service very poor, already one week complaint Internet speed slow till today not solve my problem. What the #### 48hr response time, ever time they need take 48hr for response. We cannot do anything to them be cause maxis and TM is mono market, totally is unfair to us. Very ####ing them working style.

First of all, pre-paid number gets deactivated after 5 weeks without top-up. All the balance will be forfeited after expiration. Excellent policy to protect the rights of the customers who paid.

Come on Maxis, people decide to use pre-paid card instead of post-paid simply because they do not use the number so often. Some of them like myself live overseas and come back once in a while. How do you expect all of your customers can top up so frequently? It's fair if you set a period of 3-6 months. 5 weeks is ridiculously short!

Not to mention that we put in the money into the account but we have to keep topping up in order to use the money. The accumulated amount can be huge!

My phone number got deactivated and i went to your service centre and requested for a reactivation. Your staff was unsure how to solve it and asked me to go back and wait for 5 working days. Without surprise, it didn't work. I used online live chat to talk to your staff again and he/she promised to follow up for me and will contact me via email. It has been a few weeks. Nothing has happened. My number is still dead. I used the number for 8 years and I just wanted to keep it.

Why make the promise when you do not even bother to help? I will definitely switch to other service provider. Honestly I do not think you will ever care though. Good luck Maxis.

I am writing to file a complaint of fraudulent activity by Maxis and BrightStar.

On the 26th of July 2016, the device under the number [protected] was stolen. The following day, I filed a police report (attached) and went to Maxis to get the SIM card and phone replaced. To my surprise, the Maxis Device Protection does not actually belong to Maxis so the lady at the customer support counter made me call BrightStar to activate the insurance.

In the call with BrightStar, I was informed that they would only cover 50% of the retail value of the device. This is unnacceptable as we were never informed of this.

1. On the Maxis site link:
https://store.maxis.com.my/maxis/personal/devices/android/samsung/samsunggalaxys7edgegoldplatinum/p/100003219001?_ga=1.12076156.950431030.1466919652) there is no information that the device protection only covers 50% of the retail value of the device.

2. The customer support attendent never informed my wife and I that only 50% would be covered when the contract was signed.

3. Nowhere in the contract (attached), is this stated. Maxis now claims that their sales assistant did inform us of the 50% coverage, however this is not true. Also, they sent me a link of their website where they claim the information is stated, however, there is no link to this page on the device page.

I believe this is lack of transparency and fraud on behalf of Maxis seeing that they do not adequately inform their clients. They should be held accountable and should cover the cost of the device for us.

I contacted Maxis on 30 June 2016 when my repeated attempts to obtain OTP from my credit card for online purchase of flight ticket was unsuccessful after many repeated attempts.
• From my conversations with Maxis, they had acknowledged that more than a dozen OTPs were received by Maxis for my cellphone on that day.
• When I insisted that I had not received a single OTP on my phone, they claimed that it was my credit card company's problem!
• How can it be the credit card company's problem when Maxis admitted that they can trace more than a dozen OTPs that were sent to my mobile phone, but I did not receive any?
• I was given the case reference number C17933253 by Maxis.
• I had to use another credit card for my online purchase.
• I had assumed that the problem would be solved as I did not use online purchase (using OTP) until today.
• It was a shock to find that TODAY, 25 July 2016, I was again NOT able to receive any OTP for online purchase!

MAXIS did not resolve my problem/complaint since June 2016.

Dear Sir or Madam
Re: Letter of complaint on faulty & defective mobile phone purchase
Account No [protected] / Mobile No: [protected]
I am writing to Maxis to complain about the new Samsung Galaxy S6 mobile phone I purchased from your Maxis Centre in TTDI on 25 April, 2015.

My frustrations stem largely from the fact that I work overseas in Indonesia, hence having a good working mobile phone is crucial for my work and personal life for easy contact. When I was back in Malaysia the last time in April 2015 for the Asean Summit meetings, I decided to purchase the Samsung Galaxy S6 mobile phone since Maxis was promoting this new mobile phone.

I have been a loyal Maxis customer for more than a decade and also a Maxis One Club member, and have successfully made many purchases over the years. Unfortunately, however, this time I am completely dissatisfied with the purchase of this Samsung Galaxy S6 as the quality of this mobile phone is incredibly poor. After barely using only for one day, the mobile phone hung on 26 April, 2015. You can check your records as I did call Maxis to report this matter. I also went to the Samsung shop at KLCC. I had to reboot the mobile phone to get it started again.

Subsequently, I returned to Indonesia for work and the mobile phone just went completely dead on 4 May 2015. While the mobile phone was still on, as there was a flashing blue light at the top to indicate messages received, the screen was just completely black. I could not reboot or use the mobile phone at all, which was a real dilemma and completely inconvenient for me as I was at work at that time and in the middle of important meetings with Diplomatic and Government officials. To make matters worse, it was also my birthday and not having access to my mobile phone was really annoying and distressing since I could not access the birthday wishes from family and friends. I then had to rush home in the middle of the day to get an old phone in order to use my Sim card from the Samsung Galaxy S6 mobile phone.

Fortunately for me, I had a friend from Malaysia visiting at that time. So I then gave her the Samsung Galaxy S6 to be sent for repair/replacement at Samsung Malaysia upon her return to Malaysia, since I am working and unable to return myself. She sent the mobile phone to the Samsung Premium Centre in Wisma Bentley on 8 May 2015 and collected it again today on 9 May 2015. They had to change the mother board for this new Samsung Galaxy S6. Obviously the mobile phone I purchased from your Maxis Centre in TTDI was faulty and a defective mobile phone.

I am sure Maxis can appreciate my entire frustrations in this matter and my great disappointment as I feel that I have been cheated in having purchased this faulty and defective mobile phone. Furthermore I have had to sign a mandatory 24 months package of the Mobile One Plan 128 for this mobile phone. If left to me, I would ask for a full refund and return this mobile phone immediately but I am aware the terms state that goods sold are not returnable.

In light of the above, I feel justified in asking Maxis for at least a 3 months waiver of the Mobile One Plan 128, for all the inconvenience caused pertaining to this faulty and defective mobile phone purchase. With the mother board change, I have also lost all of my data as I could not make any backup when the mobile phone just crashed suddenly. I am still in Indonesia and unable to collect my mobile phone just yet and have to wait until I have meetings in Malaysia again.

I look forward to a favorable immediate response.

Thank you.

Sincerely
Leena Ghosh

I was charged rm 50 from Maxis which i didnt subscribe the data but shown i had used.
According to them i had used the data. i dont understand i didnt online when there is no wifi and the phone mobile network was off.
if the phone network of data is off how to used the data.
This supplementary only used in office. Neven even left the office a day.
The agent explaination didnt made sense.

Maxis charge me on April for data usage rm 50 which my network mobil data was off. this line of my office we only use for what app when in office the wifi was on. I had spoke to maxis stuff the explaination is not acceptable. To be understand if network data is off how can they charge? Is not a matter of rm 50 is a matter of regalize.
My Maxis mobil accout no : [protected]

We recently wanted to renew our contract only to find out 'someone' already did it in December 2013. The line supposed to be expired in September 2014. When we called Maxis to enquire several times after a long chat and long waited, still no one is able to give us the answer. The renewal for December 2013 will have to be expired in December 2015 which means we need to hold on to the package till another 1 year plus, which is un fair where we have also decided to switch the operator which come with a cheaper plan and more effective services.

Recently I lost my phone Iphone 5 and been taken by a irresponsible people who did not have intention to return d phone to owner back. However he been using my phone line and initially demanding for rm500. I will to pay, but however he din reply from d phone, n it was ringing but he is nt picking up d call. I asked maxis to ask to trace d phone via d number but they refused todo so, becz saying that iPhone has it own program to trace the phone, which I failed to activate d program., they claim they Does not want to interfere the services offered by iPhone..Why if overseas is developing so much effort to tract stolen phone and our country not hv such effort to help us? Why they do not helping us to find our phone, and help reduce the crime which now at increasing trend? If iPhone or other company helping us to trace our lost phone, what maxis doing to help their costumers? Busy collecting money only? They doesn't care about nation?

I am hereby writing an official complaint about Maxis customer service. My wife phone which was bought from Maxis was stolen 2 days ago. The phone has been insured
for theft. So before going to Maxis, i called Maxis twice to confirm if there is any documentation required or charges to be paid proir to claiming to get another phone. After calling Maxis customer service, the customer service staff confirmed that it will free of charge and no documents are required i.e police report. Having confirmed the said information, I decided to go to Maxis to get a new phone. When i arrived at Maxiz centre, KLCC, I was told that I required all the relevant documentation and had to pay a fee of RM250 to get a new phone. The information given by the customer service staff via phone was totally false and this conversation has been recorded in Maxis's customer service voice log as a proof that the information given was wrong. Although Maxis is aware of their mistake, they made me wait in Maxis from 10am today, 7/3/2013 till now (5pm). I'm sad to say this but im still in Maxis centre since morning without a solution from their side. They are still asking us to pay the RM250 although it is their mistake. I've never seen such bad customer service and I urge your board to look into this matter and ensure that Maxis gives us a good solution to this matter. The in charge who was dealing with our case was Mr Naga. My contact is [protected], Mr Davin. Thank you!

I am very disppointed with the services provided by Maxis mobile service. I notice that even if I do not get in touch with the person through my mobile phone, I get charged 49sen. This is absurd. For making no calls at all I still have to pay the amount if I made a call. What is maxis up to? Is it cheating the customers? I feel if maxis carries on like this I am going to make a direct complaint to the company. Maxis has to compensate me for the overcharges;