In 2012, I switched to a basic, no frills telco service provider, after having tried out all of what the Big 3 had to offer. My needs are pretty simple: minimal voice, with all my messaging needs seen to by an unlimited data plan.
My ‘orange’ service provider had even recently claimed they would only throttle Internet speeds, and not impose pay-per-use rates, once a user reaches their data quota.
Needless to say, my experience with this particular telco provider has been continually frustrating and recent events; the straw on the camel’s back; prompts me to write this to IT Bytes Back.
First of all, U Mobile’s claim that they would only throttle speeds and not charge extra, does not seem to hold true. How can it, when my usage has not increased but my bill amount has?
Second of all, what local roaming rates in Singapore? My billable amount increased exponentially after I spent less than 24 hours (with minimal phone usage) on the island state. As a result of this, I have exceeded my credit limit and my phone service subsequently got barred.
Thirdly, even after making payment online, my service still isn’t activated. The other payment option had been to walk into a U Mobile outlet, of which there are only 6 in the whole of the Klang Valley! So imagine my panic when I lose my phone service in the middle of the night, and I need to go straight into work mode the very next morning.
Also, I have heard it takes 3 days for payment made online to be detected by U Mobile’s systems, so for 3 whole days I would be completely without service. That is completely unacceptable!
Third of all, there is no easy way to contact U Mobile to dispute my bill, OR to remind them to activate my line. My only option is to battle the traffic to Berjaya Times Square if I want an explanation of how I am being charged. (Update: I did go to BTS at last, but even though I got notified that I have exceeded my credit limit, my billing records haven’t been updated for THEM to view!)
And really, should you fill out an online form just to get your phone line unbarred, when calling in is the faster option?
I want to add that U Mobile customer agents are a credit to the brand, because they devise ways around the flaws in U Mobile’s billing and AUTOMATIC barring system. Ie. giving me 4 days for online payment to be detected before my line gets cut off again.
But, if I find out that all of U Mobile’s cost saving ‘features’ as stated above, hadn’t been AUTOMATICALLY provisioned for me, because I would have to request for it first, U Mobile will AUTOMATICALLY lose me as a customer.
IT BYTES BACK! says: Offering cheap and basic or a customer taking up the cheapest plan with the lowest credit limit, is no excuse to frustrate them with lack of understanding of their needs and usage habits, or offer only meagre touch point options!
