We thank Mr Samuel Ling Ying Hong for his feedback ("Regulate auto billing after free trials"; Tuesday).
M1 offers a range of value-added services, such as roaming and caller number display, free for a limited period, as a promotion for customers who sign up for new mobile service plans.
Customers often find these services useful, and continue to subscribe to them after the promotion period ends.
Our sales staff are trained and are required to inform customers who choose to take up the free value-added services that standard charges will apply when the promotion period ends.
Customers can choose to unsubscribe from them via our My M1 app, self-service online portal, customer service hotline 1627 or customer service centres.
We apologise that this was not clearly communicated to Mr Ling.
We have since contacted him and helped him unsubscribe from the service he does not want.
We constantly review our product and service offerings to further enhance customer experience, and will take into consideration Mr Ling's feedback.
This article was first published on April 23, 2015.
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