I have written before how useless Maxis is (see here, here and here).
I urge everyone to not use Maxis.
My main complaint to them is that I have never opened a Maxis account and they have allowed a fraud to happen. Over the last few weeks, Maxis has been trying to reply to my complaint.
I asked Maxis to send me a copy of their formal complaints procedure. They do not have one that can be sent to me. It seems like they deliberately want to hide from the public knowledge about where to go to resolve disputes. If you have a dispute with Maxis, you can only talk to the officer they appoint. If you disagree with the findings that officer supply to you, then tough luck. Maxis does not care.
I wrote in my complaint to them how I have been forced to submit the same documents twice. The first time they lost my papers. The second time the papers did not get to the right place. Then their so called “Forensic Department” staff are extremely unhelpful, and the Assistant Manager at Maxis Gardens could not care enough that a customer wants to make a formal complaint.
The written reply I got from Maxis was this: “Please accept our apologies on your expereince in having to resubmit the documentation over again. As spoken on this matter, we would take note of this gap and would continue in our efforts to enhance on our service standards.” A simple apology without any regard about the time I had to spend and the effort I had to make to repeatedly pursue the case. Well done Maxis. When a customer faces a problem taht is caused by you, you make the customer work to just get your attention.
I asked Maxis how they could approve the application when the address on the application form was clearly different from the address on my IC. I asked them what is the security procedure they used to verify an applicant’s identity.
This is the answer I got from them: “We regret that we are unable to share with you our internal processes in relation to our investigation and procedures.
We however would welcome any further information or update that you may wish to share on this matter for our onward review.”
Maxis refuses to provide evidence that they have a secure procedure to verify the identity of the applicant. I think Maxis just simply do not have any procedure at all. Otherwise, why not tell me? And they still maintain that their “procedure” is safe enough and they want me to pay for an account I have never opened.
They sent me a copy of the unpaid bill, but it was addressed to a place that I have never heard of. How does Maxis expect me to know anything about the account when they sent the bills to an unknown address???
But Maxis has the balls to ask me to pay, now. This is what Maxis said: “In line with our position above, the total amount due on the said account is RM949.35 and this amount is inclusive of the 1st letter of demand that was sent to you dated 11thJuly 2007. We seek your kind understanding on this matter and trust you would make the relevant arrangements on settling this accordingly. You can visit the nearest maxis centre to you and please quote the said account number when remitting the amount.”
Well done Maxis. You have proven that you are very quick at asking for money from people, but very poor at ensuring you are charging the right person.
The one thing that I can commend is that this time they did provide me with a number I can call. They now say that the number for Maxis Complaint is 03-74914483.
I’m a maxis customer since so many years and I had no problem to deal with this past few years.