It started with an SMS sent by DiGi around end of May that reads as below:
DiGi: Ur autobilling is been cancel. Ur overdue RM58.76 pls pay immediately to ensure uninterrupted services.Pay@https://www.digi.com.my/ocs.
I was like... WTF??? They have terrible English to begin with. I asked few friends (I pay their DiGi bills with the same credit card auto billing) and they have no issue with their bills. Of 'coz I attempted to log in to their online customer service, OCS but to see this message:
You are not allowed to log in. Please try again tomorrow or call DiGi customer service at 016-221 1800.
Feeling irritated, but still cool enough to rationalize myself, I called the above number and spoke to a DiGi consultant after stayed in their IVR for 3 minutes. Her name was Amirah.
DiGi: Selamat pagi. DiGi help desk. Apa boleh saya bantu?
Jino: Good morning, my name is Mr. Lim. How are you doing today?
DiGi: ... Apa boleh saya bantu?
Jino: (Irritated stage 1+1 - insist on English + greeting ignored) I received an SMS telling me that my DiGi bill is overdue and my auto billing is cancelled. Can you check for me please?
DiGi: Are you referring to this number, 016-xxx2733?
Jino: Yes, I am (finally she speaks English).
DiGi: Sir, your auto billing is cancelled by the system. Make your payment as soon as possible and your line is not barred yet.
Jino: (Irritated stage 3 - concern is not addressed) I know my auto billing is not working and I am aware my line is not barred yet but those are not the reason I am calling today. I need your kind assistance to check why my auto billing is cancelled.
DiGi: Sir, we tried to charge on your credit card few times and not successful. The system automatically cancelled the auto billing. Make your payment as soon as possible to avoid any service interruption.
Jino: (Irritated stage 4 - keep asking me to pay) Is it cancelled only for the month of May or it applies on the following months too?
DiGi: Following months too.
Jino: Perhaps you can check from your system, I have few DiGi numbers under my name and the auto billing should happen on the same day, there is a slim chance two went through and another got declined. Don't you agree?
DiGi: You need to check with your bank on why the auto billing is declined.
Jino: (Irritated stage 5 - no solution provided) What other information can you share with me in regards to unsuccessful auto billing. I am confident my credit card is not suspended and the card definitely works fine.
DiGi: Sir, you can pay your bill at DiGi centre and online.
Jino: (Irritated stage 6 - meletup) Are you implying that I should not set up auto billing anymore?
DiGi: Every customer needs to pay for uninterrupted service.
Jino: (Irritated stage 7 - consultant acts like Collections) What's your name?
Jino: Listen, Amirah. Do me a favour. My credit card is fine. Do something on your system so that my auto billing works again.
DiGi: No sir we WILL not do it here. You need to go to DiGi centre to apply auto billing again. You can also pay there.
Jino: Excuse me? You CANNOT, or you WILL not?
DiGi: I WILL not.
Jino (Irritated stage 8 - I gave up) Then tell me, how long more till my iPhone contract ends?
DiGi: 03 September, sir. You can cancel the number after 03 September without penalty.
Jino: (Irritated stage 9 - encouraging account closure) That is very nice to know.
DiGi; But you need to pay the bill before terminating the contract.
Jino: I will make my payment later in the afternoon.
DiGi: Thank you. (call terminated)
Jino: (Irritated stage 10) CCBKNN you!!! I am not done with you!!! Why you hang up???
[Jino] - A man's not a man unless he knows how to shoot