Ericsson Telecommunications Sam Media Services Scam Update

I mulled over what I could do about Sam Media Services for the past few days. In the end, I decided that my best bet was to email M1 about the incident.

If all else fail, I was prepared to go find an MP (Member of Parliament) to get the matter resolved. I don't care if I am not a citizen and do not have the right to vote. My husband votes and my daughter will be voting in ten years' time.

This is my feedback to M1 on their 'Comments' page:

I have received my latest bill. On it indicates that I need to pay for 'Value Added Services' by Ericsson Telecommunications - Sam Media Services for 7 access at $42 for the month between May and June 2011.

It turns out to be my daughter's number 8xxxxxxx that's being charged.

I asked my daughter what it was about and realised that she has been duped into 'requesting' for the service at $6 per sms! My daughter is just 11 years old. I signed her up for this new M1 line and an iPhone for her birthday in April this year and this is what I get in return.

I am very upset. I have called Ericsson Telecommunications and the person over the line refused to waive the payment while my email to them went unresponded.

I have spoken to your staff over the phone and according to him, the company was only willing to waive half of the payment off the bill.

To date, I have not paid my bill as I am not willing to pay for that ridiculous, non-existent service.

This is my first time signing up with M1 upon hearing good comments from friends. I am disappointed and indignant that M1 is providing this kind of service to its customers. For my years with Singtel, I have never encountered such a ridiculous matter - charging an underaged for $6 per sms without any parental consent.

I have terminated that 'value added service' from Ericsson Telecommunications since 2 July so I reckon the charges would apply till then.

I hope I can receive a satisfactory reply from your side.


The very next day, I received a reply from M1:

Dear Ms x

Thank you for your email of 12 July 2011. Our attempts to contact you since 12 July 2011 at 9xxxxxxx were unsuccessful.

We note your concern with the Ericsson Telecommunications - Sam Media Service charges reflected in your 19 June 2011 invoice. We thank you for bringing this incident to our attention and sincerely apologise for the inconvenience and frustration caused by this matter.

Please allow us to clarify that the activation of Third Party services is initiated directly by customer with the Third Party Content Provider. We note that you have contacted Ericsson Telecommunications pertaining to their the services.

We wish to clarify there is an unbilled charged of $24 for Ericsson Telecommunications - Sam Media Service. These charges were incurred prior to your instruction to Ericsson Telecommunications to terminate the services. In appreciation of your support, we have waived the amount and will be reflected in your forthcoming invoice.

It is our pleasure to be of service to you.

If you have other queries, please contact our 24-hour Corporate Customer Contact Centre at 1622 (+65 9680 1622). Or you may write to us at http://csfeedback.m1.com.sg.

Please do not reply to this mailbox as this email address is used for outgoing replies only.

I was perplexed why they stated that they would waive just $24 and not the $42 that I requested. William explained to me that on top of the $42 that I was billed for the month between May and June, there was another charge of $24 between June and July and they would only waive that amount.

I called up M1 at 1622 and spoke to a customer service personnel, Jamie.

After explaining my situation and having the waiver of $24 to me, I told her I wanted the $42 to be waived as well.

She said that her colleague I spoken to the first time had arranged for half the amount to be waived.

I said I wanted the full amount to be waived.

She got me waited on the line for a while and when she came back, she said that she would waive the amount on my iPhone subscription so in substance, I was not charged by Ericsson Telecommunications.

So last night, I made my bill payment, a happy customer and thus the dust is settled.

All in all, it took 3 tries ie. one call, one email and one call to M1 to get the problem solved. WhileI am satisfied with the outcome, I thought it would have been more impressive if M1 had responded favourably to my feedback the first time I enquired.