Dishonest company (KKKL Sdn Bhd) and Malaysian con

chrysm — Wed, 26 Apr 2023 19:49:33 +0800

This post is to share 1) KKKL Sdn Bhd's dishonest and unethical behavior and 2) how to exercise consumer rights as Malaysians (sorry for the long post, I tried to keep things short)

I bought two KKKL tickets via Easybook which I had to reschedule. Easybook said all decisions are up to KKKL so suggested I contact KKKL directly.

Contacted KKKL on whatsapp, the customer rep said my tickets are not eligible for reschedule but their management will make an exception. They will put the tickets back up on sale and if someone buys it I'll get them rescheduled, fair enough.

First thing next morning, I logged on Easybook and saw the two tickets were sold. I texted the rep immediately and after 5 hours of silence they hit back with a "our management changed orders, we will reschedule if the bus is full." It was a bus from Penang->Johor, which is hardly ever full.

As expected, the bus wasn't full on the day of the trip and I was denied the reschedule promised. Upon challenging the rep, they twisted the story and said that I had agreed to "my tickets being sold + a full bus" being the conditions for a reschedule. They also turned the blame on me, now using their rescheduling policy as excuse, said how I didn't call and didn't reschedule earlier and how they tried to help me but the whole thing was a big fat misunderstanding.

So I filed a claim with the Tribunal For Consumer Claims (TTPM) Malaysia. Filing a claim costs RM5 and with all the printing and mailing I had to do, all added up to RM15. I've attached my ticket receipts and the whatsapp conversation in my claim as proof.

Couple days after I mailed out the forms, KKKL called and agreed to refund me with the condition that I withdraw my claim. The lady on the phone specifically said that they will send me an agreement letter which I will sign and then they will proceed with the claim, again fair enough. However when the same customer rep reached out again, they change the story and tried to lie to get me to withdraw my claim without the intention to refund me at all. They said they had double-confirmed with the tribunal that I need to withdraw my claim BEFORE they will refund me and asked me not to worry because they will honor their promise (what a freaking joke).

At this point they start calling me to "talk" which I ignored and laid out clearly that they can either refund me now or refund me at court. That's what did it for them and they finally gave up.

I finally received my refund of a whopping RM123 today (wow!) and will be withdrawing my claim by applying a termination notice on the TTPM site. Under the reasons for termination, the options are 1) respondent have already made compensation, 2) respondent changed his mind, 3) claimant did not want to pursue claims, 4) respondent have already made partial compensation. So make sure compensation is received before withdrawing the claim and don't anyone bullshit themselves into getting away with shitty behavior.

It is a shame that as consumers we are often at the mercy of these big greedy corporations but thank goodness we've got these platforms in place to fight for ourselves. I'm aware that there is also MCMC but their jurisdiction might differ. I'm sharing this and hope that this will be useful to anyone who's being taken advantage of by despicable companies, sellers, you name it.

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Dishonest company (KKKL Sdn Bhd) and Malaysian con