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TMCNet:  Fed up with inefficient system [New Straits Time (Malaysia)]

[December 15, 2013]

Fed up with inefficient system [New Straits Time (Malaysia)]

(New Straits Time (Malaysia) Via Acquire Media NewsEdge) I REFER to the letter "TM needs to rectify error fast" (NST, Dec 5) by P. Paranthaman. I agree with him that the problems plaguing Telekom Malaysia Bhd's (TM) billing system need to be dealt with immediately.

I, too, am facing the same problem. My phone line has been disconnected twice because of the unsettled amount exceeding the credit limit, even though previous bills were settled on time (except for the error billing, for which an official complaint was made and assurances given that the adjustment would be reflected in the next bill).

This was because of the delayed response and action in rectifying or making adjustments in the billing. TM takes two months to adjust the amount, causing the accumulated amount to exceed the credit limit. The line was disconnected a few days after the billing date before I even received the bill.

When I called TM to complain, I was told that although the billing date was a few days back (Nov 22), the physical bills were only sent to the post office on the 26th. I received my bill on Dec 2. The second instance was the day after I settled my bill through online payment, with TM citing the system had not recorded the update. How efficient! They could not tell me how long it would take to rectify the error. I was advised to settle the amount in full and wait till the adjustments were made in due time. I was also told to follow up with a formal complaint or request for a rebate every time I receive my bill.

Why should the customer suffer for TM's lack of efficiency? This is indeed a shameful state of affairs. The national telecommunications company should not take months to resolve something so trivial.

B.K., Klang, Selangor (c) 2013 ProQuest Information and Learning Company; All Rights Reserved.

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