[ UPDATE 26/8/2022 8PM ]: Digi has since responded to the issue, claiming that it was an error—though we’re not fully convinced. The telco did however say that they’ll be issuing refunds to all affected customers by the end of today. You can read the full update here.
Digi has always had a pretty decent reputation for good value prepaid plans—we’ve even included them before as one of the better prepaid plans in Malaysia. However, Digi Prepaid users are now reporting that Digi is straight up deducting them RM5, after automatically subscribing them into data and calls add-ons.
As first mentioned by a user on the Lowyat forums, he spotted a RM5 charge from his credit balance, followed by two SMSes from Digi. The first mentions the RM5 charge while the second confirms the successful activation of an RM5 add-on that provides 500MB of data along with unlimited calls for 30 days. This is despite him not actually subscribing to anything.
Turns out, a few days earlier he had received an SMS stating “Enjoy Unlimited Calls and 500MB for 30days@ RM5 only. Not interested? SMS N2 to 28282 by 25/8. T&C applies“. Based on that earlier SMS, it seems as though Digi has applied this add-on to this Digi Prepaid users automatically, and in order to not get charged that RM5 you must opt-out of it. This is in contrast to how add-ons typically work of course, where you would normally opt-in if you do actually want it.
It’s not just on the Lowyat forums thread either, with Digi’s Facebook posts full of users leaving comments about the RM5 auto deduction—some even claim that they’ve been deducted RM10 for an 8GB add-on package.
Needless to say, this has led to plenty of complaints, with more and more Digi Prepaid users also voicing out their thoughts over the automatic RM5 add-on. Some pointed out that they had thought the original SMS was a scam message at first too. Others highlighted that Digi stands to gain a lot if they automatically deducted RM5 from every Prepaid user who did not opt-out in time. We’ve already contacted Digi to ask for a statement, and will update here once we get a response.
In the meantime, if you’re a Digi Prepaid user, you might want to double check your credit balance and SMS history to see if you’ve been charged RM5 too without you knowing. If they have deducted RM5 from you and you didn’t want or didn’t know about the add-on, you should contact Digi customer support immediately at 0162211800. If you’re still unsatisfied with their response after that, you can also file a complaint with the MCMC by heading over to their website here.
