I had been using the yellow man as my primary contact since end of 2005. I had been rather satisfy with its connection in town and did not really matter too much till recently. The story began like this...
At the end of last year, as I wish to register having a subline with inter free calls. And so I subscribed the Digi150 plan and the subline with RM30 committed fees or something like that. My phone bills normally in range of above RM150 and so I believed it would a better choice. It was till after April, I seriously cut down my spending on phone calls/SMS thus making my monthly usage only at around RM80 and so I could be blindly paying the balance RM70 or so. Therefore I decided to have the call plan changed to Digi50 in month June.
Forget to add in details; the Digi is registered under my sis's name as my name was barred due to some little amount which I had not paid up since year 1998. I could still remember the old phone number which was a choice of Soo King, my wife. The number was 012 xxx3484 which carried the car plate number of her first car. I still remembered we were on bed side by side when the number was activated through a sms to a phone. At that time, the choice of number available only be known till activation later and would be informed through a sms. Soo King was smiling like a winner as this was her favorite number...
Coming back to the complaint...
And so I could not request to change the call plan as I am not the primary registration party. And so I got hold of my sis to make the request with a call to the customer service center. It was done fairly easy. Then my bill of July at RM150. OK perhaps the change would be reflected in the month of August and so I wait. I did not pay the July bill. Then come August bill of RM150 and now I grew frustrated as the connection was suspended. Then a lady speaking in Mandarin identified as billing department girl. I could still remember her rudeness. "...If you are not paying then we will cut your line..." OK I said in my heart as if I care as the service had been suspended. Then on August 30, I had a call to the service center asking why the plan change was not activated and the record shown request of changes was in the month of June and so I request them to file an investigation.The service center could not take my instruction as I was not the primary line holder. My sis called again filing a complaint and request to change plan again. And so I thought everything would be resolved. It was not till Sept 11 when I called again to the center....
I was informed that there wasn't any request to investigate and would require my sis to call in again. I was furious by now and so clearly instruct the agent to write down clearly of the complaint as a remark and the primary line holder will call in immediately to activate and officially demand for investigation. My sis called minutes later and I call again making sure the complaint was finally lodged. And now the answer was yes and I was informed that within 48 hours to hear a response from DIGI. A few hours later, I received a sms with claim the complaint was now under investigation.
It was monday, after 48 hours and I called to the center again at 5.35pm and asking why I was not contacted to get informed on the outcome. The agent said someone from billing will be calling me as there was a note in the system claiming to call customer on Sept 14. On hearing this, I said now was already off office hour, would I still expecting a call? The answer was really wonderful.... Billing department works 24 hours and normally they will contact customer at night and so not to disturb customer at office hour. He requested me to wait till 9pm. And so I waited. No call. I thus made a call on Tuesday 9/15 morning, asking why no one was bother to call or contact me explaining to me the outcome. I as customer seem like more keen to get to know what went wrong and keep calling while Digi does not bother to have initiative to contact the customer who is already in furious mode. I demand a call back at 2pm or else I swift to other telco. Minutes later, I had a call from billing department and I was chairing a meeting then I demanded them to call me after 2pm as what I had mentioned earlier.
It was only 2.34pm I received a call clarifying everything and reverted all overcharge and reconnect of the line. It was concluded as Digi mistake. But again, I still refused to pay the full amount without the overcharge. Digi had requested me to pay the total amount inclusive of overcharge. I refused as why do I need to pay for the total amount inclusive of overcharge as the mistake was not me. Why do I need to pay for the overcharge as I did not make the mistake. I refused and finally they agreed to deduct immediately and requesting me to pay RM155 instead of RM438. I agreed with one condition to re-connect the line immediately. And so they did. Now my digi is on line again but I will significantly reduce the usage. Why I need to pay for such a not understanding company. Digi, you are losing me.
