I am so going to flame Digi for allowing services like Viu, which is a video content provider, to appear so easily on customer’s bill. To start with, I did not knowingly subscribe to Viu, which I had no idea what it is about until I checked my monthly bill. Because the amount I need to pay for my “all you can eat” type postpaid plan should be the same every month, so I was alarmed why I needed to pay slightly more end of last month. Then I found this item called “Viu subscription” under my Mobile Services section on my bill. I went to my Digi app, but could not locate this subscription. Phoned up Digi customer helpline today and I was kept in a loop after I chose English language. For some reasons the call just wouldn’t progress past this step to get to a customer representative. So went back to my Digi app, and tried Live Chat instead. Waited over 15 mins for an agent, but then I was told that she cannot unsubscribe me from the Viu subscription. I was told I can email firstname.lastname@example.org or call this number 03-22422991 to unsubscribe. So I asked if she can bar third party services from ever getting subscribed to my mobile phone account in future and she said she can’t do that. Digi has become such a pimp hooking up customers to whores but is unable to stop billing customers even if they don’t want any whore in future ever again. Digi is very brave. Please continue to upset more customers. It will sure backfire on them. I still have no idea how I got this Viu subscription. Perhaps it is one of those SMS sent out by Digi with a link which I might have accidentally clicked on. But still I do not believe customers should so easily be hooked to such a monthly subscription, and it is on auto-renewal basis every month too whether or not you use the Viu service! I’ve emailed Viu using the email address I have been given by Digi above. Will see if they will refund me my RM5. Digi seems to disclaim any responsibility even though I actually settled the bill with Digi, not Viu. This is such a scam. Happened before in the UK with similar services stealthily billed to customers without them knowing how it happened, e.g. free trial of services for one month when customers take up a new contract with the mobile phone service providers but are then charged every month after the free trial period etc. But that was ten, fifteeen years ago. There really is no excuse. Digi is basically trying to scam its subscribers by partnering with such services and then put on teflon shoulder and put the blame back on subscribers for not being careful enough. Will update again tomorrow if I hear more from Viu. I need to know how to unsubscribe Viu quickly so I won’t be charged RM5 every month by Digi, and whether I can get a refund for last month’s subscription which I did not use!
Turns out that if you manage to speak to a Digi customer representative on the phone, they can unsubscribe you from the Viu service, and they can do a refund on the monthly charge too! This is so different from the answers I was given by the Live Chat agent. There seems to be a serious gap in what the Live Chat agent can do compared to a customer rep on the phone. Think I will give Live Chat a miss from now on. And lastly remember to watch out for your Digi bill!
Update 8/9/2017: Received a text message today telling me that the Viu subscription has been renewed! This is despite me having made complaints to both Digi and Viu. You see, once Viu sneaked into your bill, and on auto-renewal, it seems very difficult to get it removed! Now I have to make a call to Digi, again, to get them to take this subscription off my next bill. This is so bloody annoying!