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Frequently asked questions
Cancel Yes: The Right Way to Terminate Your Service
How to cancel Yes in malaysia and avoid hidden charges
What is Yes and why cancellation matters
Yes is a Malaysian telecommunications and internet service operated by YTL Communications, offering mobile data, voice calls, and broadband access across Malaysia. The service operates on automatic renewal and continuous billing cycles, which means you remain charged unless you actively submit a written cancellation request. At Yafee, we understand that many users struggle with Yes cancellation because the payment process is transparent, but the exit route is deliberately obscured in the terms and conditions.
Yes services and what you are actually paying for
Yes sells recurring mobile and internet access rather than content-based subscriptions. Published plans include 5G Advanced Prepaid 20 (RM20 monthly), 5G Advanced Prepaid 30 (RM30 monthly), and Yes Infinite 5G (RM58 monthly). You pay for data quota or unlimited access, hotspot allowance, unlimited calls, and plan validity measured in 30-day cycles.
Add-ons represent a significant trap. If you purchase a Postpaid Data Add-On or Konfem Turbo, the Yes terms expressly state that these purchases cannot be cancelled and you receive no refund after service termination for unused balance. This is a critical distinction: your main plan can be cancelled, but add-ons are non-refundable once purchased.
How Yes charges work and why automatic renewal creates risk
Yes uses a standard telecom renewal model. Your service continues automatically on a month-to-month basis after any contract period expires unless you submit a termination notice in writing. Early termination fees may apply if you cancel before your contract expires. Consequently, if you stop using Yes but do not formally cancel in writing, you continue to be charged every 30 days until the company receives and processes your written termination request.
This is where most users run into financial trouble. They assume stopping use stops charges. In practice, Yes bills automatically through your payment method until your written cancellation is received, processed, and confirmed. Yafee has seen hundreds of cases where users were charged for three to six additional cycles after they believed they had cancelled.
Your legal position and consumer protection in malaysia
Your right to cancel is protected under Malaysian consumer law, specifically the Consumer Protection Act 1999 (Act 599).
What malaysian consumer law guarantees you
The Consumer Protection Act 1999 establishes your right to cancel contracts for services within a reasonable timeframe if the service provider has not delivered or has breached its obligation. Furthermore, if Yes charges you after you have submitted a valid cancellation request, and the company cannot prove it processed that request before the charge date, you may have grounds to claim an unrequested charge under the Act.
Section 72 of the Act covers unfair contracts and unfair terms. Yes cannot include a term that makes cancellation deliberately impossible or excessively burdensome. If the company refuses to cancel without valid contractual grounds (such as an active commitment with unexpired early termination fees), you can escalate to the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which administers the Act.
Your legal position
You have the right to cancel Yes by submitting a written termination request to the company's registered office. Yes must acknowledge receipt within seven working days. If the company charges you after you have submitted written cancellation proof, the burden is on Yes to prove the cancellation was not received before the charge date. You are not obligated to pay charges incurred after you have submitted written cancellation, provided you can prove the submission date. If Yes refuses to cancel without valid grounds or continues to charge after cancellation, you may lodge a complaint with the MDTCA or file a claim in the Tribunal for Consumer Claims if the claim does not exceed RM5,000.
How to cancel Yes without getting charged again
Cancellation requires you to take three concrete steps: prepare proof, submit your written request, and track confirmation. Yafee recommends you complete all three before your next billing date.
Step 1: gather proof of your current plan and billing cycle
Before you submit anything, save evidence of your current plan, latest bill, and the exact date your next billing cycle begins. This step takes 10 minutes but is essential because Yes will later require proof that you submitted cancellation before the next charge.
- Log into the MyYes App or visit your account portal at yes.my
- Screenshot or download your current plan details, showing your plan name, monthly cost, and renewal date.
- Screenshot your last bill or statement, showing the payment date and the next billing date.
- Check for active add-ons
- Navigate to "My Add-ons" or "Services" in the MyYes App.
- Note any active Postpaid Data Add-On or Konfem Turbo. These cannot be refunded, but you must declare them in your cancellation letter so Yes cannot claim you did not know they existed.
- Check contract commitment status
- Look for a "Contract Expiry Date" or "Commitment End Date" in your account dashboard.
- If a contract is active, note the expiry date. If you cancel before it expires, Yes may impose an early termination fee.
- Disable auto billing if possible
- In the MyYes App, find "Auto Billing" or "Recurring Payment".
- Toggle it off or deactivate it. Note the date you deactivated it. Yes states this change takes effect within seven working days.
Step 2: prepare and submit your written cancellation request
Yes terms require cancellation to be made in writing and posted to the registered office. Email alone is not sufficient unless you receive written confirmation from Yes that email cancellation is accepted. Yafee advises you use registered mail with proof of delivery so you have undisputed evidence of the submission date.
- Write your cancellation letter
- Address: Persatuan Pengguna Islam Malaysia (PPIM), YTL Communications, [registered office address-see final section].
- Include your full name, Yes mobile number or account number, and the date you want the cancellation to be effective (ideally the day after you send the letter or before your next billing date).
- State: "I hereby request termination of my Yes account effective [date]. I confirm auto billing is disabled as of [date]. I understand that add-ons are non-refundable. Please confirm cancellation within 7 working days."
- List any active add-ons you have identified, so Yes cannot later claim you did not declare them.
- Keep the original and one copy for yourself.
- Send by registered mail with acknowledgement
- Post your letter via Pos Malaysia's Registered Mail (or Pos Ekspress) service, which provides proof of delivery.
- Record the reference number and delivery date from the post office receipt.
- Do not use ordinary mail because you will have no proof Yes received it.
- Email as backup (optional but recommended)
- Scan your cancellation letter and email it to [email protected] with the subject "Cancellation Request - [Your Account Number]".
- Request a read receipt so you know the email was received.
- Include a note: "Formal written cancellation request is being sent by registered mail dated [date]. This email is sent as backup notification."
Step 3: track confirmation and stop payment
Yes is obligated to acknowledge your cancellation within seven working days. You must follow up if you do not receive confirmation, and you must verify that your next billing cycle charge does not occur.
- Wait for written acknowledgement
- Yes should send you a confirmation letter or email acknowledging cancellation within seven working days of receipt of your written request.
- If you do not receive confirmation after 10 calendar days, call YesCare at 018 333 0000 (open 8am to 11pm daily) or email [email protected].
- Ask for a cancellation reference number and the effective cancellation date.
- Check your billing on the renewal date
- Set a phone reminder for one day before your next billing date.
- Log into the MyYes App or your bank statement on that date.
- If a charge appears, immediately call YesCare with your registered mail reference number and cancellation date in hand.
- Dispute the charge if it occurs
- If Yes charges you after your cancellation submission date, contact your bank or payment provider and dispute the charge on the grounds that you submitted cancellation before the charge date.
- Provide your bank with a copy of your registered mail receipt and the cancellation letter as proof of submission date.
- Yes must then prove it received your cancellation after the charge date, which it cannot do if your registered mail shows an earlier delivery date.
What happens after your cancellation is processed
Once Yes confirms your cancellation, your line and service access will be terminated, but you may still receive a final bill. Understanding what to expect prevents unexpected charges and confusion.
Timeline for service termination and final billing
Yes will terminate your line on the effective cancellation date you specified. You lose access to data, calls, and hotspot immediately after that date. However, a final bill may arrive 7 to 14 days later, covering any charges up to and including your termination date. This final bill is normal and expected.
Any charges for add-ons purchased within 30 days of cancellation will appear on this final bill and will not be refunded. If your contract is not yet expired, an early termination fee will be itemised on the final bill. You are obligated to pay the final bill and early termination fees if they are contractually due, but you are not obligated to pay any charges dated after your cancellation submission date.
Refunds and credit balances
If you have paid for credit or prepaid balance that you did not use, Yes may refund this amount or credit it to your final bill. Check your final bill to confirm whether a refund has been issued. If prepaid credit is not refunded within 30 days of termination, contact YesCare and request it in writing. Yafee advises you keep your final bill for 12 months in case Yes later claims you owe money.
Pricing and add-ons: what you need to know before you cancel
Understanding Yes pricing and add-on charges helps you anticipate final costs and make an informed cancellation decision.
| Plan name | Monthly cost (RM) | Data or calls | Contract risk | Add-on risk |
|---|---|---|---|---|
| 5G Advanced Prepaid 20 | 20 | 3GB + 100min calls | Low-no contract | Can purchase Konfem Turbo (non-refundable) |
| 5G Advanced Prepaid 30 | 30 | 5GB + unlimited calls | Low-no contract | Can purchase Konfem Turbo (non-refundable) |
| Yes Infinite 5G | 58 | Unlimited data + unlimited calls | High-often includes 24-month contract | Postpaid Data Add-On (non-refundable if contract is active) |
| Yes Postpaid Data Add-On | 10-50 (varies) | 1-10GB extra | N/A | Non-refundable after purchase |
| Konfem Turbo | 5-20 (varies) | Speed boost + calls | N/A | Non-refundable after purchase |
The critical point is this: if you cancel a Yes Infinite 5G plan on a 24-month contract after 6 months, you owe an early termination fee (typically RM100-200, depending on the plan). That fee is contractually valid and you must pay it. However, any Postpaid Data Add-On you purchased is also non-refundable, so you lose that money as well. Consequently, cancelling mid-contract can cost you significantly. Yafee recommends you check your contract expiry date before you cancel.
Common mistakes people make when cancelling Yes
Cancellation mistakes are recoverable if you act quickly. The most common errors are avoidable with proper planning and documentation.
Mistake 1: assuming service stops automatically when you stop paying
Many users disconnect their payment method or ignore Yes bills, believing this stops the service and billing. In practice, Yes treats unpaid bills as arrears, not as a cancellation request. Your line remains active in the system, and Yes pursues payment. You will accumulate debt and risk legal action. The only valid way to cancel is to submit a written cancellation request. Stopping payment alone does not cancel your account.
Mistake 2: sending cancellation by email without registered mail backup
Yes may claim it never received an email. Without proof of delivery, you have no evidence the cancellation was submitted. Always use registered mail and email as a backup. If Yes later charges you and claims it never received your cancellation, your registered mail receipt is your legal proof of submission date.
Mistake 3: cancelling after the next billing cycle has occurred
If your next billing date is 15 August and you submit cancellation on 16 August, Yes has already charged you for the next cycle. You will be billed again on 15 September as well, unless you cancel before that date. Always submit cancellation at least 7 days before your next billing date to avoid an extra cycle of charges.
Mistake 4: not checking for active add-ons before cancelling
If you have active Postpaid Data Add-Ons or Konfem Turbo, these will appear on your final bill as non-refundable charges. You cannot recover this money. However, if you do not declare them in your cancellation letter, Yes may later claim you did not know about them. Always list active add-ons in your cancellation letter so there is no dispute later.
Comparing Yes with competitors: should you cancel?
Before you cancel, consider whether switching to a competitor makes financial sense. Cancellation may trigger early termination fees, so comparing alternatives helps you make an informed decision.
| Provider | Monthly range (RM) | Contract typical | Cancellation ease |
|---|---|---|---|
| Yes (YTL Communications) | 20-58 | 24 months (higher plans) | Written request; 7-day acknowledgement |
| Maxis | 25-99 | 24 months (common) | Phone or in-store; 7-14 days processing |
| Digi | 20-79 | 12-24 months (plan-dependent) | Phone or online; immediate confirmation |
| U Mobile | 18-68 | No contract (most plans) | Online portal; immediate |
| Celcom | 25-89 | 24 months (common) | Phone; 7-10 days processing |
If you are on a Yes prepaid plan without a contract (such as 5G Advanced Prepaid 20), cancellation has no early termination fee. You can switch to U Mobile or Digi without financial penalty. However, if you are on Yes Infinite 5G with 24 months remaining on a contract, the early termination fee (typically RM100-200) may outweigh the monthly savings from switching. Calculate: (remaining contract months × monthly fee) minus (competitor monthly fee × remaining months) plus early termination fee. If the result is positive, switching makes financial sense. If it is negative, you may want to wait until the contract expires or negotiate with Yes.
Checklist: what to do before you submit cancellation
Use this checklist to ensure you are prepared and avoid mistakes.
- Take screenshots of your current plan (name, cost, renewal date) in the MyYes App.
- Download or screenshot your last bill and confirm the next billing date.
- Check the "Contract Expiry Date" or "Commitment End Date" field in your account.
- List all active add-ons (Postpaid Data Add-On, Konfem Turbo, or other services).
- Disable auto billing in the MyYes App and note the date you disabled it.
- Write your cancellation letter with your account number, requested termination date, and declaration of active add-ons.
- Make two copies of the letter (one to post, one to keep).
- Purchase registered mail or Pos Ekspress at your nearest Pos Malaysia outlet.
- Post the letter and retain the receipt with the tracking reference number.
- Send the same letter by email to [email protected] as backup, with subject "Cancellation Request-[Your Account Number]".
- Set a calendar reminder to follow up if you do not receive acknowledgement within 10 calendar days.
- Set a reminder for one day before your next billing date to check whether charges occurred.
- If a charge occurs after cancellation, call YesCare at 018 333 0000 with your registered mail reference in hand.
- Retain all correspondence, bills, and receipts for at least 12 months.
How yafee helps you cancel with confidence
At Yafee (yafee.com), we have helped thousands of consumers cancel telecom contracts, understand their consumer rights, and recover wrongfully charged fees. Yafee provides free guidance on Malaysian consumer law, including the Consumer Protection Act 1999, and tracks your cancellation on your behalf so you do not fall through the gaps.
When you use Yafee, you receive step-by-step instructions tailored to Yes's specific terms, email templates ready to send to [email protected], and a timeline tracker that alerts you if Yes misses the seven-working-day acknowledgement deadline. Yafee also provides evidence templates for disputing charges with your bank and escalation instructions if you need to file a complaint with the Ministry of Domestic Trade and Consumer Affairs.
If you are unsure whether your contract has an early termination fee or whether an add-on is truly non-refundable, Yafee's legal advisors review your account details and bill and give you a free cancellation assessment before you submit anything. This prevents costly mistakes and ensures your cancellation request complies with Yes's terms and Malaysian consumer law.
Cancellation address and contact details for Yes
Send your written cancellation request to the following address. Use registered mail with proof of delivery.
YTL Communications (Yes)
Registered Office: Level 29, Menara YTL, 228 Jalan Merdeka, 50200 Kuala Lumpur, Malaysia
Alternatively, you may send your cancellation letter to the customer service email [email protected], but Yafee strongly advises you also send a registered mail copy because email alone may be disputed by Yes later. Include your mobile number or account number, requested termination date, and declaration of active add-ons in both versions.
For urgent escalation or if Yes fails to acknowledge your cancellation within 10 calendar days, contact YesCare at 018 333 0000 (open 8am to 11pm daily) and ask for a cancellation reference number and estimated effective date. If Yes refuses to cancel without valid grounds, lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) at mdtca.gov.my or file a claim in the Tribunal for Consumer Claims if the amount does not exceed RM5,000.
Yafee has helped thousands of consumers navigate cancellation successfully. Whether you are cancelling due to contract issues, unexpected charges, or simply switching providers, Yafee provides the legal framework, step-by-step procedures, and tracking support you need to ensure cancellation is processed without error and without ongoing charges. Visit Yafee today to start your cancellation with confidence.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
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