Get the Basics Right

What is the correct Reason Code to use when customer disputes on local call charges in his/ her statement?

• Enquiry_Request-Account Related

• Complaint-Billing > Call/SMS-PayPerUse

• Enquiry_Request-VAS > Call Mgmt Svcs

Mr Chan calls 123 to complaint on monthly commitment being charged in his statement while the services were suspended. Do choose the correct action from your end.

• Escalate case to Case Management team to investigate

• Escalate Case to Collection for Barring Exclusion till next BC for auto waiver

• Escalate waiver case to Team Queue

Mrs Lew disputes that her shareline was charged for MMS in her latest statement where the user didn’t use the service at all. Choose the correct Reason Code:

• Enquiry_Request-VAS > Call Mgmt Svcs

• Complaint-Billing > Call/SMS-PayPerUse

• Complaint-Billing > Monthly Subscription Dispute

Mr Khalid calls 123 to terminate one of his shareline due to no usage. Do choose the correct Reason Code/ Action:

• Escalate case with RC: Complaint-Provisioning/Status Chg > Line/Svc Reinstatement

• Escalate case with RC: Retention - Postpaid

• FCR. Suspend the number from your end.

Mr Steven is using Maxis Postpaid 98 and suspended his line on 1st December 2021. He called 123 to complaint as to why he has been charged RM58.85 in his December statement dated 14th December 2021. What is your action?

• Escalate case to Team Queue for billing error.

• Frontline proceed with the waiver since waiver below LOA RM60

• FCR the call by explaining the charges is correct

Ms Laura is using Maxis Postpaid 128 and her bill cycle is on every 10th. She requested to suspend her number on the 18th December 2021. Calculate her total bill for her commitment fee with GST for statement dated 10th Jan 2022.

• RM37.15

• RM39.40

• No bills as customer suspended the service before 10th January 2022

Mr John was offered with a rebate of RM30 x 6 months by save team in June 2021.

He called in December 2021 to complaint that he was only given a partial rebate in his December 2021 statement. What is your action.

• Proceed with the waiver for the remaining amount

• Escalate case to Case Management team to investigate

• FCR the call as rebate will be pro-rated on the 1st and 7th month unless if the rebate was assigned on the same day of the bill cycle.

Mr Charles called 123 to report on his lost Samsung phone that he recently purchased from Maxis. He requesting to suspend his phone line and also to block the phone IMEI. Do advise your action.

• Suspend the service and advise customer to contact phone manufacturer to block the IMEI

• Suspend the service from your end escalate case to Team Queue to block the IMEI

• Suspend the number and block the IMEI from your end

Ms Ann has requested to port out her only number registered with Maxis. However, her requested was rejected due to there's an outstanding that need to clear. CRM status shows as "rejected". Do advise the action from your end.

• Escalate case to Case Management Queue as the request should not get rejected as customer didn’t have any overdue.

• Advise customer to clear outstanding and contact recipient for resubmission

• Escalate case to originator queue that submitted the port in request to proceed with the resubmission

Mr William signs up for a new Maxis Postpaid 98 via Maxis Online Store on 1st December 2021. He was told that he would enjoy a rebate of RM200. He called 123 as the rebate was not reflected in his statement dated 17th December 2021. Choose the WRONG statement.

• Rebate will be assigned RM20x10 months from his 2nd bill onwards

• Rebate will be assigned RM50 x 4 months from his 2nd bill onwards.

• First rebate and last rebate will be given on prorate basis