U Mobile initiates debt collection on prepaid users?

We’ve received a tip off that U Mobile had started a debt collection exercise on customers with outstanding amount. This was done through a third party debt collection agency on behalf of the telco.

While telcos have the right to collect payment for services rendered, we are told that U Mobile is even demanding outstanding payments from its Prepaid users. This is rather strange as prepaid users are obviously pay before use type of customers. So far we know 2 of such cases where the affected users had stopped using U Mobile Prepaid a year ago.

The way this debt collection exercise is conducted raised a few eyebrows. Firstly how could prepaid customers accumulate outstanding debt since technically they shouldn’t be able to use beyond their top up credit? Next, shouldn’t U Mobile contact the customer first before passing their details to their debt collection agency? So far the warnings are sent only via SMS which we question the legality of such notice and we feel that such demand should be done officially in writing.

Initially we thought this could be a scam but a quick check revealed otherwise as the debt collection agency is real and the message directed customers to make payment direct to U Mobile instead of a 3rd party account. We believe this could be a mix up with their billing and customer profiles but we definitely find it strange for a prepaid users to end up owning money to a telco. After all, prepaid should be free from contracts and bills.

This was sent via a mobile phone number:

Dear Mr/Ms XXX XXX , Yr U Mobile 6018380XXXX, A/c No: 1.10XXXXXX, Arrears RM XXX.XX, Pls pay by TODAY at the nearest UMobile Ctr or via MB2u or Money Order – Payable to U MOBILE SDN BHD and mail it to Era Kutipan Sdn Bhd, No 25-2, Jln Sri Permaisuri 9, Bdr Sri Permaisuri, 56000 Cheras, KL. Fax No: 03 9172 2771, email: [email protected] For IBG, sms or email to us yr payment detail ASAP.XXXX 016223XXXX

The 2nd message is sent via a 6XXXX shortcode number:

RM0.00: “Sila JELASKAN tunggakan U-Mobile anda. Hubungi Panel U-Mobile 03-41083904 dengan kadar SEGERA! Kegagalan anda berbuat demikian, satu tuntutan sivil akan dikeluarkan!” Terima Kasih.

Do drop us a comment if you experienced similar situation. We will get in touch with U Mobile for a response on this.

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