“I registered for Unifi on Sept 3 under my wife’s name but I filled up the preferred service ID column on the registration form as ‘ybngeoh’,” he explains.
“I then received a call from Unifi to set an appointment for installation on Oct 26 and I requested them to install the service on the same day.”
After completion of the installation, NGEOH claims the technician handed him a UniFi Service Acceptance Form (SAF) and the complainant was shocked to see his ID was registered as “nglee5858” instead of “ybngeoh”.
“When I asked the staff why the listed ID differed from what I requested, he said he does not know anything about it. He also assures me I can change my ID at TM Point.
“Being given that assurance, I signed the form,” he claims.
However NGEOH says when he went to TM Point on Oct 28, he was told that it could not be changed.
“I told the TM Point personnel that during the installation, their staff told me I could change the ID.
I even showed him the registration form with the preferred ID, ‘ybngeoh’.
“Again I was told that my ID could not be changed.
I then lodged a complaint with their technical department and was told to wait for three to four days for their feedback.”
A disappointed NGEOH states on Nov 2, he received a call from TM’s sales and marketing department that told him the identity could not be changed.
Should he wish to cancel the UniFi service, NGEOH further claims, he must pay RM500.
“This was not my fault because I am not the one who keyed in the data so why should I be penalised for it?” an irate NGEOH questions.
He says he then contacted TM’s toll free number and was passed on to the account’s department.
There, he was merely told the matter was under investigation and he was to wait for feedback.
NGEOH feels it is not fair for him to bear the consequences of someone else’ fault and hopes for a proper explanation and solution from TM.
A TELEKOM MALAYSIA BERHAD (TM) spokesman states: “After a detailed investigation on the matter, we discovered that our personnel had provided incorrect information for the customer’s UniFi installation.
“As such, we have proceeded to terminate the account as requested by the complainant. We are also pleased to inform that TM has waived the early termination charges incurred by NGEOH which will be credited in his upcoming bill.”
The spokesman says TM would like to extend its deepest apologies for its personnel’s actions.
TM informs the said personnel has been identified and a show cause letter has been issued as a stern warning to prevent the same incident from recurring.
“We wish to emphasise that TM does not condone such behaviour by our personnel, including our agents, particularly in attending to customers.
“Rest assured that TM is embarking on various initiatives in our continuous effort to further enhance our customer experience. We have also informed the complainant on this matter.”