Q : I lost my phone and called my telco to get my line barred. I also requested to port my number to a different telco. My previous telco told me that my number has been barred and I can subscribe to the new line. After several months, I found out that my previous line was still active and I am still being billed for it. Both telcos are pointing their fingers at each other and I am stuck in the middle. Help!
A : This issue may have arisen due to miscommunication of both parties, resulting in an inability to update the status of the complainant’s account. The most crucial thing before signing up for any service is to read the fine print. It would have been better to do so in front of a telco representative so you can get immediate clarification before signing on the dotted line. Some telcos will send a final bill that consists of any unbilled charges before account termination takes place. This means that a customer may still be liable to pay the bill even after he ports over. In short: Always double check and clarify with your previous Telco to avoid this issue.
| QUICK FACTS | ||
| Billing Disputes
One of the most common problems that the CFM complaints team encounters are billing disputes which revolve around billing or charging complaints over phone calls, SMS, broad-band usage and data. |
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| COMPLAINTS RECEIVED BY CFM (BILLING DISPUTE) | ||
| 2015 | 2016 | |
| 2133 complaints | 2361 Complaints | |
| Top 3 Billing Dispute | 2015 | 2016 |
| Bill Dispute | 962 | 1250 |
| Data Usage | 312 | 166 |
| Roaming Data Usage | 54 | 275 |
| Got a problem? Write to us! |
| Do you have a query, concern or dispute regarding your fixed line, mobile, Internet, TV or radio service? Write in to the Consumer Forum of Malaysia at [email protected]. The best letters and our solutions will be shared here at the Help Desk so that readers can understand more about their rights as consumers.
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Source : SHOUT H2 2016 , CFM Helpdesk
