Cannot be trusted
On 6 July 2026, I contacted M1 to ask whether I could pay my outstanding bill in two instalments—half on 6 July and the remaining half on 25 July 2026. The customer service representative who assisted me checked with her backend team before confirming that this arrangement could be made as a one-time exception. However, on 20 July 2026, my mobile line was suspended, five days before the agreed payment date of 25 July 2026. I called M1 again and happened to speak to the same customer service representative. After checking the records, she acknowledged that I had indeed been informed that I could make the second payment on 25 July 2026. She then mentioned that she had also advised me that my line might be disrupted. I had to point out that a disrupted service and a suspended line are not the same. My line was completely suspended before the agreed payment date, making it impossible for me to use my mobile service. After further discussion, she escalated the matter to the backend team again. I was then informed that I would need to make a payment of at least $100 within 24 hours to have my line remain active. When I asked why this condition was being imposed when it was never part of our original agreement, I was told it was due to overlapping billing cycles. I find this explanation unacceptable. If there were additional conditions or limitations, they should have been clearly communicated to me during my call on 6 July. Instead, I relied on the payment arrangement that M1 confirmed, only to have my line suspended before the agreed payment date. This experience has been extremely disappointing and unprofessional. Mobile services are essential, and customers rely on them to remain contactable. It is unfair to make promises that are later changed without proper notice, especially when customers have acted based on the information provided by your staff. I have been an M1 customer since my teenage years, but this experience has seriously affected my confidence in your service. Unfortunately, I am now considering switching to another provider, as I no longer feel that M1 values or treats its long-term customers fairly.