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Saturday, September 6, 2014

My current story with Maxis & DiGi

Update: DiGi did call me to inform me about my request being rejected, and the reason for it being an error with my IC number. And calls after 6pm for services mean hardworking staff, from my perspective.

My first hand phone and mobile number were both hand-me-downs from my older sister - a Nokia 2100 (for which I purchased several different covers for), and an old Hotlink number.

I switched that number to DiGi in 2009 because of ... reasons (I got a boyfriend and since we both were using basic candybar phones, we had to actually text instead of WhatsApp, etc, which costed significantly more because we used different service providers).

I purchased another number in about 2011 at the Maxis Centre in The Gardens Mall, because I was in another relationship, and the same situation applies. Little did I know that my address was wrongly registered into Hotlink's system FOR THREE WHOLE YEARS.

A few months ago, I approached Paradigm Mall's DiGi Centre to submit an MNP request, which meant that I applied to have my service provider for my current number switched. I paid MYR10, and after months, there was no effect. That was when I requested to switch to DiGi Prepaid.

This time, I submitted another request to a DiGi Centre at The Mines Shopping Fair, and instead of Prepaid, I opted for the Postpaid 50 Smart Plan - 2GB data allowance, and a number of SMS and calls DiGi-to-DiGi for free, for MYR50 a month; reason being it would finally put an end to my survival on Wi-Fi, and it's easier when I have to call people (most people I know use DiGi, even my mum has switched to using DiGi).

I also asked the distracted young staff behind the counter how long it would take, and she told me it would take about 24 hours.

24 hours came and went. Knowing how Malaysian companies work, I gave it a week, since I also looked up some FAQ on DiGi's website and it was stated there that it could take up to 7 days to submit the request.

A week also came and went, and I finally picked up enough guts to call the DiGi helpline (I'm socially anxious that way LOL). I was put on hold for about 10 minutes, and after a few confirmation and verification procedures, I was told that my request was rejected, and the cause may be due to a wrong input of my IC number format by Maxis, and I had to call to confirm.

Called Maxis, was almost immediately connected, and after another few rounds of confirmations and verification procedures, I was told that my address is wrong, and to update it, I had to call Hotlink.

And call Hotlink I did, and I was attended to by a service staff who didn't bother separating his words. He sounded like,

A brief while later, I was told that I had to proceed to a Maxis Centre to get this done. While I don't mind physically going out to get things done, why are there so few Maxis Centres in Kuala Lumpur and Selangor. The nearest one in KL is in The Gardens, and the most convenient one in Selangor is in Sunway Pyramid.

Firstly... How is it possible that the system has different IC number formats? The staff at DiGi told me it might be the presence or absence of dashes in between the different sections of the number. I thought there was a standard in format for IC number registration? At least there should be.

And Maxis, addresses are registered in reference to my IC, which is printed in sans serif block letters. And even if I were to write down my house number, "97" is no where near "83". Kudos to you on how you managed to fuck that up.

Also, I think it would be a good idea to have some sort of notification system should the request be rejected? Like through an alternate number, or via email. Would be much better than feeling significantly frustrated and nervous about having to call the helpline (again, I apologize for being a wuss).

So much trouble... just for one number.

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