Earlier today, many Digi Prepaid users received SMS notifications from the telco notifying them that RM5 (or in some cases RM10) had been deducted from their credit balance. This was apparently to activate an add-on that provided 500MB of data with unlimited calls for 30 days. However, none of these users actually did sign up for this, and instead were automatically subscribed to it by Digi.
Digi has since responded to the matter, claiming that it was all an ‘error’. According to Digi, these were supposed to be offers awarded for free to selected customers only and that they’ve since addressed the issue. They also mentioned that they’ll be issuing a refund to all affected customers, and that they apologise for the inconvenience caused.
Here’s their statement in full:
“Digi has been made aware that some Prepaid customers have received SMS messages and were charged for offers meant to be awarded for free to selected customers only. This was due to an error which has since been addressed.
A refund in in progress and all affected customers can expect to receive the charged credit back in their accounts by 11.59pm today (26 August 2022). The free services offered to these eligible customers remain intact and available for use till the end of the stipulated validity period.
Digi would like to extend a sincere apology for any inconvenience caused. We thank our customers for their understanding on this matter,” – Digi
That being said, we’re certainly not convinced that it was, as Digi says, an “error”. For starters, they must’ve known this was going to happen at least a few days in advance now, as a lot of these users claimed to have received an SMS from Digi days ago, stating: ‘Enjoy unlimited calls and 500MB for 30days@ RM5 only. Not interested? SMS N2 to 28282 by 25/8. T&C applies’.
On top of that, while their statement says that the original plan was to give these add-on packages as a freebie to selected customers only, it’s clear from the SMSes sent out to users that there’s an RM5 fee attached to them. In fact, some users even got a different SMS, where Digi gave them an 8GB mobile data package for RM10 which states that it will automatically activate if the user doesn’t reply in time. Again, this seems to imply that Digi knew about what they’re doing in advance, and planned to charge users for it.
In any case, Digi has at least relented and claims they’ll be refunding all affected customers by 11.59pm, 26 August. As such, if you’re a Digi Prepaid customer, you should check your credit balance by then to make sure that you’ve received your refund. Furthermore, seeing as Digi said the ‘free services offered’ remain intact and available to use, you could still be getting the mobile data package that Digi had subscribed for you on your behalf, for free. If you have not received your refund by then though, you should contact Digi customer support at 0162211800.
[ UPDATE 26/82022 9PM ]: Digi users are reportedly getting their refunds now. If you have gotten a refund, you’ll get an SMS from Digi that says your account has been adjusted with RM5.00 free credit.
However, it seems that this RM5 credit will expire on 25/9/2022, which is a little disingenuous when you consider that for many users, the RM5 that was originally deducted by Digi probably had a much, much longer expiry date.