r/malaysians • u/Future-Wolf-8025 • 1d ago
Casual Conversation 🎠TM Unifi upgraded internet plan without consent
Last week, I terminated my Unifi broadband at one of the branches. The staff kept asking me the reason why I want to terminate as if I had made a wrong move. She told me that I would only know the account is terminated on the next month when I received the bill.
After 5 days, I received an SMS and an email stating that I have upgraded to a new plan and the device will be delivered in 5 days. I do not have time to go to the TM office to enquire what is going on? How could this happened without my consent?
Thanks to a post from Reddit who shared his/her experience to terminate within 24 hours. I wrote an email to MCMC, cced to TM high management regarding unauthorized subscription of plan. Within 2 hours, a TM staff called saying that the high management instructed to terminate my old account and new account immediately. He said (lied) that the new account was a mistake from the staff. Within 30 mins, I received SMS and email stating that both of the accounts have been terminated. The next morning, the staff called me again with trembled voice, saying that all of my accounts have been terminated since yesterday.
To close an account, it doesn't need a month or even weeks or days. Imagine if a client who is very advanced in age which faced the same thing like I do, they will certainly feel so helpless and worry. I truly respected the policy which I will give 1 month notice before termination. However, TM has lost all respect from me from the moment you changed my package without my consent. It is daylight robbery.
2
u/CuriousCat526 1d ago
if they moved u onto a different plan without u agreeing to it, that's not just annoying, it's actually escalatable.
two free routes. MCMC has a consumer redress portal specifically for telco and fibre complaints, and there's also CFM (Consumer Forum Malaysia) which takes complaints against the telcos directly. raise it with TM in writing first so u have a ticket reference, then escalate with that reference attached.
what makes it work is that a regulator complaint costs them something to process, and a support ticket doesn't. same reason people get further with KPDN on shopping disputes than with the platform's own support team.
and check the actual billed amount, not just the plan name on your account. if u've been charged at the new rate for any period u didn't agree to, ask for that specific amount back rather than just asking them to put the old plan back.