U Mobile | 不明收费 international roaming incoming & outgoing voice calls

yk13

我想请教一下，十月份开始我就在尼泊尔待下了而在尼泊尔我也办了当地sim card，并没使用U Mobile的data roaming配套
我是买U Mobile的U28，所以当时我想每个月就继续还RM28就好了
不过十月份和十一月份的单却吓我一大跳，居然都超过RM100!
其中我最不明白的是以下收费：




因为在国外打电话回去大马昂贵的关系，所以我选择email给U Mobile的customer service，责问为什么international roaming incoming voice calls and internatioanl roaming outgoing voice calls可以同时发生在同一秒钟？而且都是维持大约七秒呢？每一笔的RM5都很莫名其妙！我查了我的电话历史，我都完全没有收到有关的电话或者打出电话！而且也没有收到任何的voice calls!

结果对方在我email追问之下，仅仅在12月3日回复以下：

Kindly be informed that we are currently in the midst of investigating your concern. We wish to clarify that we are taking the necessary steps and committed to ensure the case reported is resolved.

Please be informed that our standard investigation period is within 3 to 5 working days. However some of the issue will take more time for investigation with other respective team and it is based on the case to case basis. We sincerely apologize for the incoveniences due to this.

然后到了今天依然还没进展消息

我很肯定我没有启动data roaming或者mobile data，我在这里的mobile network也只联系当地电讯，完全不接连U Mobile或其合作伙伴
我想知道有没有人和我一样的经历？

希望大家可以给意见我应该这么做？

ck0403my

去到国外都没用u mobile，做么u mobile sim card不要拿出来，这样不是没有多多事咯

加峻

还是预防比较好。
若你肯定不是你的错。那就投诉去MCMC吧。

yk13

ck0403my 发表于 8-1-2019 08:26 AM
去到国外都没用u mobile，做么u mobile sim card不要拿出来，这样不是没有多多事咯

主要是要收到银行发出的Pin number来做交易
不然我都想完全不用u mobile

关将

游电讯怎样解释？

yk13

一月份写信给MCMC投诉后，U Mobile总算在2月11日回复我的投诉了

以下是它们写的email：

Dear Mr. XXX

We regret to note on the issue reported and we apologize for any inconvenience caused. Based on our investigation, we found that your Voice Mail and Missed Call Notification are active. Therefore, when other people try to call you during roaming but unreachable, you will be charged for incoming and outgoing call. Kindly be advised that call charges will be imposed if the unanswered call is forwarded to the Voicemail while roaming as stated in our websitehttps://www.u.com.my/support/selfhelp/faqs/73/1651?page=2:

With regards to data roaming charges, please be advised that U Data Roam 36 is an affordable data roaming promotions which enables you to enjoy unlimited internet roaming at selected destinations when you connect to our preferred roaming operator’s network while roaming.

Kindly be informed that the roaming charges totaling to RM160.00 for call while roaming and RM234.00 for data roaming as shown in your bill statements dated 1 November 2018,  1 December 2018 and 1 January 2019 has been authenticated as valid charges.

Nevertheless, we understand your frustration and after due consideration, we will propose waiver of RM234.00 for data roaming charges. However, this waiver proposal is on one time off basis and subjected to management’s approval. Should the waiver approved, the amount will be reflected in your bill statement dated 1 April 2019.

Mr. XXX, we would like to advise you to deactivate your Voice Mail and Missed Call Notification should you are frequent traveler to avoid similar charges in the future. If you agree, please provide below details as verification before we proceed to deactivate the services for 60101234567. Alternatively, you may call our Contact Centre to request for the deactivation.

NRIC number:

Registered address:

We also would like to advise you to turn off your mobile data, data roaming and disable 4G before reach other country to avoid from being automatically subscribed to U Data Roam services.

We hope this clarifies any concerns that you may have with regards to this matter and we apologize for any inconvenience caused. Please do not hesitate to contact us atcustomer.relation@u.com.my for any further assistance.

Thank you.