Yes Internet introduced a 4G promotion pack called the "4G starter pack" which is sold in Apple stores such as Machines and Mac Studio. The purchaser gets a "Huddle" device and a "Valuepack" with the value of RM150 with this package.

The problem is, Yes Internet has another product which allows users to roll over their internet, phone, and SMS credits by topping up their credits by the end of the month, also called "Valuepack"s.

By using the same term "Valuepack", they give the purchaser the impression that he/she will be able to roll over their credits of the "4G starter pack" by purchasing additional valuepacks at the end of the first month. Unfortunately, this is NOT TRUE. They have hidden some small print within the FAQ section of their website, indicating that the "Valuepack" purchased with the "4G starter pack" is unique and does not roll over credits, despite being named exactly the same with the other product which does.

Unfortunately for the buyer, this is not stated on the packaging of the "4G starter pack". Creating a lot of chance that the buyer would not know about the caveat.

I was one such unfortunate customer. When I tried to top up my internet with the RM68 Valuepack, none of the balance of my internet credits were brought forward. When I called to enquire about the problem, I was highlighted by their customer service regarding the fine print in the FAQ section of their internet webpage. I was told, that I should have been informed by the sales person about this clause when I made the purchase. Which I was not.

I don't feel that this is the fault of the salesperson. If YES really wanted to let people know, they could easily do it by including stickers highlighting that this is a "Valuepack" which does not roll over credits. And also use a different marketing term instead of "Valuepack". Obviously that is not what they want. What they want is to sell more products by giving customers a false sense of value.

To make my experience with Yes Internet worse, I suffered an internet outage for the last 10 or so days for the month. I was unable to make use of the balance of my internet credits. And because of that, all my credits had expired, and they refused to give me back what was due to me.

The customer service agent was empathetic with the problems I faced, but was told by his bosses not to do anything, and that the money I have paid is lost, and that they won't return the credits unused due to the outage with their service.

So customers, do be careful when you subscribe to Yes Internet, if their service breaks down, you won't get what you paid to use even though it is their fault.

Consumers out there, please be careful. Caveat emptor. I wished the government would just ban these kinds of misleading marketing which has invisible fine prints.