SEAGM.com whats your problem?
I am an Indonesian user who frequently travels and does business across Southeast Asia. I currently use both Indonesian and Malaysian SIM cards for convenience.
Recently, I have been unable to travel to Malaysia, and my Malaysian SIM card (Hotlink/Maxis) is about to expire. I attempted to top up using the official Hotlink app, but the transaction repeatedly failed. As an alternative, I found your platform (SEAGM), which offers Maxis top-up services and allows purchases for other numbers.
I registered an account and successfully completed the payment for the top-up. However, immediately after payment, I was asked to complete a KYC (Know Your Customer) process. My KYC submission failed three times and was only approved on the fourth attempt with assistance from customer service.
At this point, the process became increasingly uncomfortable. Despite providing all requested information—including transaction history and details from my Maxis account as proof—I was asked additional questions that felt unrelated to the transaction, such as my purpose of use, and was even requested to submit my passport.
This experience raises serious concerns. If certain services are restricted by region or require strict verification, this should be clearly stated before allowing users to proceed with payment. It is not appropriate to accept payment first, then impose additional requirements, and potentially direct users toward refunds that include extra processing fees.
I strongly suggest that SEAGM improve transparency by clearly communicating any regional restrictions or KYC requirements upfront, and avoid putting customers in a situation where they are charged before eligibility is confirmed.
This experience has been frustrating and disappointing, and I hope it can be addressed to prevent similar issues for other users.
