When it comes to technical errors, there’s only so much we can do cause no matter how prepared we are or how advanced technology is, these things can still happen. The only thing we can do is to stop it from doing further damage but most of the time, once the damage is done, it can’t be undone.
Tech and mobile companies are no exception as they too have faced technical difficulties. One of Malaysia’s biggest Telcos, Digi, had a technical error recently which caused them to be under fire for what netizens claimed to be “daylight robbery”. Here’s what happened:
Last Friday (26th August), Digi users were shocked to discover that RM5 had been deducted from their accounts for an add-on they didn’t even subscribe to. According to a user on the Lowyat forum, they woke up to a promo message from Digi and found out that their “new subscription plan” has been activated and that RM5 had suddenly been deducted without them ever subscribing to the plan.
The user, Capt. Marble shared the message that reads, “Enjoy Unlimited Calls and 500MB for 30 days@ RM5 only.” According to the message, users who are not interested in the promo should reply by the specific date given. Usually, not replying to a message should already be enough to indicate that the user is not interested. However, RM5 was still deducted for “subscribing” to the new plan.
“Is this even right? Can they do that by auto subscribing first and then ask us for a response if we are not interested? How do I even know it’s not a scam message?” the Digi user said. More netizens actually came forward saying that they also had their money deducted for a plan that they did not subscribe to with some claiming that they had been deducted as much as RM10. Many commented on Digi’s Facebook to call them out on their “daylight robbery”.
Digi was quick to respond saying that it was all a technical error. In a statement, the tech giant addressed that the offer was only meant to be sent out to a selected few customers but did not disclose as to how this error could have happened. Customers have since received their refunds for their deducted amount.
“Digi would like to extend a sincere apology for any inconvenience caused. We thank our customers for their understanding on this matter,” they said. Despite the refunds and apology, some still believe that this “error” was intentional.