NO PHONE SERVICE FOR OVER A YEAR
The problem dates back to 2008 when he received his July 2008 TM bill of RM122.65, and he then paid RM122.65 online via Maybank2u on Aug 20, 2008.
"However, my payment was not reflected in the August 2008 bill. Payment was successfully made with confirmation on Maybank's side but TM denies that payment was made. Hence, my lines were barred," JOHN claims.
To restore the phone lines, JOHN provided TM the Maybank2u transaction number over the phone. He also faxed the screenshot of the successful transaction to TM.
"TM acknowledged that payment had been made successfully and restored my lines. TM also informed me that the payment will not be reflected immediately on my bills but at a later time. I accepted their word and continued paying the subsequent bills for August and September 2008."
On Nov 13, 2008, JOHN mistakenly made a redundant payment of RM122.65 after receiving a second reminder bill for July 2008 (which he had earlier paid on Aug 20, 2008). As such, he chose not to make any payment for the October bill of RM115.30 as he had overpaid RM122.65 (for the July bill) and the amount offsets the October charges with a credit balance of RM7.35.
However, he still sees the October charges appearing in his bills after three months.
" I went to t h e TMpoint in Taman Desa where I lodged a complaint. I even gave them a copy of the fax that I had sent earlier. I asked them to correct the outstanding amounts appearing in my account with immediate
effect. Hence, we agreed that I would not be paying my bills until I see the corrected figures," says JOHN,
adding that despite giving TM a copy of the fax, he received several calls from the TM Call Centre on separate occasions asking him for the fax again.
In January last year, his phone lines were barred again and since then he has not been having any phone service for the past 13 months.
"Now, after more than a year, TM has conveniently chosen to forget that they failed to resolve a simple issue of a paying customer, who has provided more than enough information and sufficient time for the company to
rectify the matter. TM has also left a customer without the subscribed service, and now sends reminders for more payment!"
JOHN wants TM to resolve the matter once and for all and compensate him for the frustration and dissatisfaction suffered for the past 13 months.
● A spokesperson for Telekom Malaysia (TM) clarifies that upon investigation, the record shows that the company has yet to receive the payment made via the bank transfer as it is not reflected in the system."We have advised JOHN to contact his bank to verify the status of the transaction and to assist him in resolving his predicament."
TM would also like to advise its customers to go to the nearest TMpoint with regard to billing disputes.
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Comments
Submitted by Tired of Malaysian service on Thursday, February 4th, 2010.
John's problem with TMpoint is to be expected because they cannot give efficient service as I have experienced also.
First, their staff are not always well trained and rude. They even give excuses and expect you to be inconvenienced. To get a DECT phone I brought a letter instructing me to collect but they made me go back again and again. When you bring a mistake to their attention, they asked you whether they are personally at fault or else shut up.
Other colleagues fault is none of their business and ignored. One staff even dare to asked another staff to give me an old opened-up DECT phone because I complained. She came behind my back and instructed,"Bagi dia phone lama." Sure enough-that was what I get. Even the manual was dog-eared. I have been at the brunt of their inefficiency and emboldened behaviour.
My applications for Caller ID as well as extra RM10 package forwarded were conveniently not registered and left with no record. That's TMpoint Jln Burmah version. TMpoint elsewhere have other complaints also; as we can see. When can their workers do a better job than throw their weight around customers. Managers at TMpoint, please take note. Don't let you staff climb on top of your heads. Such staff are a shame to your company and disiplinary should be taken. When keep deadwood in your company?
Submitted by Bullied by TMPoint staff on Wednesday, February 3rd, 2010.
Submitted by Anonymous on Wednesday, February 3rd, 2010.
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