Celcom Mobile Sdn. Bhd.

(279

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P.O.Box 11979 Tel: 1300 III 000 or I1II 50764 Kuala Lumpur. from your Celcom Mobile Fax: 603 3630 8889

careline@celcom.com.my

Our Ref.: C120409-38402036 & C120420-38609704

Your Ref.: MCMC

23 April 2012

Mahamad Bin Abdul Rahman No 18 Lorong Rupawan 4 Taman Rupawan 13200 Kepala Batas Pulau Pinang

Dear Encik Mahamad

ACCOUNT 43685752, 43685039 AND 43685486 0192073641,0192079359 AND 0134507861

Reference is goodself our one of reply ~f. 10 April, April and pertalnlngt01he above matter. between your made to and earlier our offiCials on 20 201~, 2012,the tel~~hone conversation held

"').. We duly note on your comments and deeply regret the experience you had . .., As informed, we have taken action tothe GPRS/3G data service from all of the above numbers. . ..l We have also taken action to remove block all promotional SMS from level 6xxxx short codes

~. account on 19 April 2012 due to the misleading

\i .

In response to your enquiry, we note that an adjustment of RM52.00 has been credited into your SMS received from Content Provider.

Rest assured that your concern is given detail attention with further action thereupon For your information, we strictly observe our Standard Operations Procedure that stipulates strict compliance to the confidentiality of our customer's information to any unauthorized party.

b'

an aXlata company

It is hoped that the above could clarify the situation and we seek your kind understanding in this circumstance.

cc:
1. Chief Executive Officer - Celcom Axiata Berhad 2. Malaysian Communications and Multimedia Commission 3. Head, Regulatory and Government Affairs - Celcom Mobile Sdn Bhd

Your Ref: C 120409 - 38402036 & C 120420-38609704 Mahamad Bin Abdul Rahman, No. 18, Lorong Rupawan 4, Taman Rupawan , 13200 Kepala Batas. S.P.V. Pulau Pinang.
IOth/05/2012

~ ~

f:'04lJAFTAR
Registered Post

Cik Rohana Omar , Head Customer Correspondance Management Customer Interaction Management Menara Celcom , No. 82 , lalan Raja Muda Abdul Aziz , 50300 Kuala Lumpur. Dear Sir:

Complaint Ae:ainst Celeom Axiatn Berhad For Sendine: Con SMS.

Your letter dated the 23th/04/2012, refers. 2. Your adjustment ofRM 52.00 credited to my account on 19th /04/2012 is noted. Thank you. 3. However, money is not the only issue here. Please refer to my first letter addressed to Celcom branch Manager, Seberang laya, dated 06th /04/2012 under item No. 14, I had stated clearly that I demanded a wriltten apology from Celcom Axiata Berhad for sending me a Con SMS at 11 : 32 pm on Thursday 15/03/2012 , when I was sound asleep. Your action had caused me great pain, mc;:ntalstress and anguish. 4. In the same letter under item No. 12 (c) I queryed Celcom about the extra RM 0.40 charge above the basic charge ofRM: 5.30 to No. 013-4507861 for March 2012 bill. The sim card was never used since December 2011 . Actually this is not the fist time Cellcom charged me for services we cannot and never used. I had requested your staff to block 30 , OPRS and all Internet access to the three numbers registered to me on 17/11/2008 and again on 16/04/2010 . Two telephones (model: W 510) had the above func:tions locked out by your vendor on 17/11/2008 and the NOKIA model 1600 ( simcard No. 019 - 2073641) donot have 30 ,GPRS and Internet capability .

Please refer appendix 1 to appendix 6. These are sample of bills where I was charged for 3G GPRS and Internet roaming when the function was already blocked on 17/11/2008 ! Please refer same letter under item No. 12 (0) - update is required. The Nokia 1600 (019-2073641) do not have 3G, GPRS and Internet capability build in. Other bills and more (when I open up my storage boxes) will be upload to Internet later.

You can see that Celcom had been cheating me from 2008 right until 28/04/2012 (appendix 6)
Occassiona1ly I would go down to Celcom Seberang Jaya branch and made complaints. Your staff told me they will investigate and put a stop to it. You had been investigating since 04/12/2008 . What have you found? Why I kept being billed when the services had been blocked so long ago. Appendix 1 to 6 (sampel) is the proof that Celcom Axiata Berhad is very deceit and unscrupulouss in providing service to it's customers . You cheat us at every opportunity . For this I demand your explaination in writing. 5. You also do not explain : a) Item No 12 (a) and 12 (b) in your two replies. b) My letter dated 06th /04/2012, addressed to your CEO, refers. Item No.3: what happened to case No. C081204 -10846509 filed on Thursday 04/12/2008 (accepted and signed by your statINorhaslina Bt Ahmad) . Are you like the Malaysian Police Force every time I asked them about a Police report, they explained being investigated or under investigation or action being taken - fmally they actioned the report in to the filing cabinet . You had investigated for more than 3 yrs . I am very keen to see the findings . I was scolded by your staff before I can filed the report then. 6. With reference to your letter dated 23 April 2012 , paragraph 3 : you frankly admitted that only now Celcom is taking action to remove the GPRS/3G data service from all of the above numbers. Please refer appendix 7: in my meeting with your staff Cik Norhaslina Bt Ahmad on 4/12/08 , she promised to inform Celcom' s relevent department to remove/block GPRS, 3G and Internet service to all telephone numbers registered to me. Refer discussion 'and other metters' (clan lain-lain hal). Celcom Axiata Berhad had defaulted on the above promise/agreement which enabled you to cheat me continuously from 2008 until 28/0412012 . You are very deceitful, unscrupulous and a liar. This resulted in great physical and mental stress, anguish, wastege of my valuable time and money . I will be filing a Police report on this metter soon. 7. I demand the above written apology and explaination from Celcom Axiata Berhad because I had been victimised and mistreated as Celcom customer. All the while I had been con and cheated by Celcom ceaselessly. Because of the billing problems I faced

with Celcom , I had to buy a HOT LINK sim card for my son and stoped him using Celcom No. 013 - 4507861. Thankyou. Yours truly,

c.c

1. Dato' Sri Mohammed Shazalli bin Ramly , Chief Executive Officer,Celcom Axiata Berhad. 2. SKMM Consumer Complaints Bureau, Malaysian Communications and Multimedia Commission 3. Dato' Wira Syed Ismail Bin Dato' Syed Azizan , Pengarah JSJK , PDRM . 4. The Director, Consumer Association OfPenang (CAP)

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Nombor AIc.aun

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