Manage Yes

How to cancel Yes mobile and internet in malaysia without paying early termination fees

What is Yes and why people cancel

Yes is a Malaysian telecom and internet service run by YTL Communications, offering mobile data, calls, and broadband across the country. You pay monthly recurring charges, and the service auto-renews unless you terminate it in writing before your contract ends. Many customers reach out to Stopee because they want to switch to another telco, reduce costs, or simply stop using the service-but Yes makes cancellation harder to find than the sign-up process.

The frustration is real. You may face early termination fees if you cancel mid-contract, refund denials on add-ons like Konfem Turbo, or continued billing if you miss the cancellation deadline. Stopee has helped thousands of consumers navigate these traps, and this guide will show you exactly how to exit Yes cleanly.

What you are paying for with Yes

Yes charges you for recurring mobile and internet access on either prepaid or postpaid plans. Monthly costs range from RM20 to over RM200, depending on your data quota, call allowance, and plan type. For example, 5G Advanced Prepaid plans start at RM20 monthly, while Yes Infinite 5G runs RM58 monthly. You also pay for add-ons such as Postpaid Data Add-Ons and Konfem Turbo, which cannot be refunded after purchase under Yes's terms.

The key thing to understand: once you buy an add-on, Yes will not refund any unused portion if you cancel your service. This is a major trap that catches many people. Screenshot your MyYes App right now to see what add-ons you have active, because you need to factor this into your cancellation decision.

How Yes billing and auto-renewal work

Yes uses automatic recurring billing. Your plan renews every month (or every 30 days for prepaid) unless you cancel in writing before the renewal date. If you are under a contract period-say, a 24-month commitment-early termination fees apply if you cancel before that period ends. These fees can be substantial, so checking your contract status is your first move.

Auto billing is controlled through the MyYes App. Many people think cancelling the service stops the billing, but it does not-you must actively turn off auto billing in the app, then submit a written cancellation request. Stopee recommends doing both steps to avoid surprise charges in the next billing cycle.

Your consumer rights under malaysian law

Malaysia's Consumer Protection Act 1999 (CPA 1999) gives you rights when cancelling recurring services. You have the right to accurate information about charges, contract terms, and cancellation procedures. If Yes fails to provide clear cancellation instructions or charges you after you have cancelled, you can lodge a complaint with the Federation of Malaysian Consumers Associations (FOMCA) or the Ministry of Domestic Trade and Cost of Living (KPDNHEP).

The CPA 1999 also protects you against unfair contract terms. If Yes applies an early termination fee that is unreasonably high or hidden in fine print, you may challenge it. Keep all proof of your cancellation request-screenshots, emails, SMS confirmations, and billing records-because this evidence is your leverage if a dispute arises.

What the law says about your cancellation request

Under Malaysian consumer law, when you submit a valid written cancellation request, Yes must acknowledge it and process it within a reasonable timeframe. The law also requires that companies must not charge you after you have given notice to cancel. If Yes bills you after you have sent a cancellation request (and before your contract formally ends), you have grounds to dispute the charge through FOMCA or KPDNHEP.

Stopee advises you to keep a copy of every communication you send to Yes-email confirmations, registered mail receipts, or app notifications. These documents prove your intent to cancel and when you made that request. If Yes claims they never received your cancellation notice, your proof becomes your shield.

Methods to cancel Yes

Yes offers several cancellation routes, but not all are equally reliable. You need to understand each method, its response time, and the risks.

Cancel via the MyYes app (auto billing only)

The MyYes App lets you turn off auto billing. This is the fastest self-service method, but it only stops recurring charges-it does not cancel your service line entirely. You must follow this with a written cancellation request sent to Yes's registered office to fully exit the service.

Warning: Turning off auto billing in the app does not count as full cancellation. Yes still owns your line until you send written notice. Many people think stopping auto billing means they have cancelled, then get confused when their line remains active or a final invoice arrives weeks later.

Cancel by phone through YesCare

You can call YesCare at 018 333 0000 between 8am and 11pm daily to request cancellation. YesCare representatives can discuss early termination fees, explain your contract status, and initiate the cancellation process. However, phone calls alone may not be enough-Yes's terms require written notice for formal cancellation.

Pro tip: Record the phone call date, time, and representative name. Ask the representative to send you a confirmation email stating your cancellation request was received. This email becomes proof if Yes later disputes whether you cancelled.

Cancel by email to YesCare

You can email cancellation requests to [email protected]. Include your full name, mobile number or account number, the service address, and your explicit request to cancel the service. Ask for a read receipt so you know when they received it. Email is more traceable than a phone call, but response times can be slow (5 to 10 working days or longer).

Cancel by registered mail to yes's registered office

Yes's terms state that cancellation must be made in writing and posted to their registered office. This is the most legally solid method because registered mail creates an official postal record. You send a formal letter, keep the postal receipt, and have proof that Yes received your notice on a specific date.

Warning: Yes has two corporate addresses listed, but no specific cancellation mailing address is publicly documented on their website. This is a common frustration, and Stopee has seen customers mail cancellation letters to the wrong address, causing delays. We will provide the best contact information below, but we strongly recommend calling YesCare first to confirm which address to use for cancellation notices.

Step-by-step cancellation process

This is how to cancel Yes correctly and avoid billing traps.

Step 1: gather your account and contract information

Before you do anything, collect proof of your current plan and contract status. You need this to understand early termination fees and to provide accurate details in your cancellation request.

1. Open the MyYes App and log in with your phone number and password.
2. Navigate to "Account" or "My Plan" and take a screenshot of:
   • Your plan name and monthly charge.
   • Your contract start date and contract end date (if under commitment).
   • Your next billing date.
   • Any active add-ons (Konfem Turbo, Data Add-Ons, etc.).
3. Go to "Billing" or "Payment" and screenshot your last invoice to confirm the payment amount and billing cycle.
4. Check your email for any contract agreement or terms and conditions document from Yes.
5. Calculate the number of months remaining on your contract. If you are under commitment, note this figure because it may trigger early termination fees.

Pro tip: If you cannot find your contract end date in the app, call YesCare at 018 333 0000 and ask directly. Record the date and the representative's name. Write down any early termination fee quoted, because you need this number to decide whether to cancel now or wait.

Step 2: turn off auto billing in the MyYes app

This stops the automatic recurring charge. It is a separate action from cancellation, but it is your safety net against a surprise charge on your next billing date.

1. Open the MyYes App and go to "Account" or "Settings".
2. Look for "Auto Billing Service" or "Payment Settings".
3. Select "Deactivate" or "Cancel Auto Billing".
4. Confirm your choice. The app should show a message like "Auto Billing has been deactivated" or "Service will be deactivated within 7 working days".
5. Take a screenshot of the confirmation screen showing the deactivation date.
6. Wait 7 working days for the change to take effect in Yes's system.

Warning: This step only stops automatic billing renewal. Your service line remains active, and you may still receive manual invoices. You must send a written cancellation request (Step 3 below) to fully exit the service and avoid being charged for future months.

Step 3: send a written cancellation request to Yes

This is the critical step. You must submit a formal written notice to Yes's registered office. This creates a legal record and triggers the formal cancellation process.

1. Compose a formal letter or email with the following information:
   • Your full name.
   • Your mobile number or account number.
   • Your service address.
   • Your NRIC number (if available).
   • A clear statement: "I request cancellation of my Yes service effective [date]." (Use a date at least 7 to 14 days from the date you send the request.)
   • The date you are sending the request.
   • Your signature (if sending by post).
2. Choose your delivery method:
   • Option A (Strongest): Send by registered mail to Yes's registered office. Keep the postal receipt.
   • Option B (Medium): Email to [email protected] and request a read receipt. Forward any confirmation email to your own email and save it.
   • Option C (Phone follow-up): Call YesCare at 018 333 0000, state your cancellation request verbally, and ask them to confirm it in writing via email. Save that email.
3. Wait 7 to 14 working days for Yes to acknowledge your request.
4. If you do not receive an acknowledgement within 14 days, call YesCare again and ask for the status. Document this follow-up call.

Pro tip: Stopee recommends using both email and registered mail if you are concerned. Send the email first to get a quick confirmation, then send a registered mail letter as backup proof. This belt-and-suspenders approach protects you if Yes later claims they never received your request.

Step 4: confirm your cancellation date and check for early termination fees

After Yes receives your written request, they will calculate any early termination fees if you are cancelling before your contract expires. You have the right to ask for an itemized breakdown of these fees.

1. Wait for Yes to respond with a cancellation confirmation letter or email. This should include:
   • Your cancellation effective date.
   • Any early termination fees (if applicable).
   • Your final invoice total.
   • The date your service will be disconnected.
2. Review the early termination fee. If it seems unreasonably high or unclear, call YesCare and ask for an explanation. You have the right under the CPA 1999 to understand what you are being charged.
3. If you disagree with the fee, you can lodge a dispute with FOMCA ([email protected] or 03 2101 8633) or the Ministry of Domestic Trade and Cost of Living before you pay.
4. Confirm the exact date your service will stop. Plan to switch to another telco before this date to avoid service loss.

Step 5: clear any outstanding balance and receive a final invoice

Once your cancellation is processed, Yes will send you a final invoice covering charges up to your cancellation date, plus any early termination fees.

1. Check the final invoice for accuracy. It should cover:
   • Your last full or pro-rated monthly charge.
   • Any early termination fees (only if you were under contract).
   • Any outstanding balance from previous months.
2. Verify that you are not being charged for months after your cancellation date. If you are, contact YesCare immediately and provide your cancellation confirmation letter as proof.
3. Pay the final invoice by the due date. Keep the payment receipt.
4. Request a settlement letter from Yes confirming that your account is fully paid and closed. Email [email protected] and ask for this in writing.

Warning: Do not assume your cancellation is complete just because your service stops. Always request and save the settlement letter. Without it, Yes may claim you still owe money months later, harming your credit record.

Refunds and what you can recover

Your refund rights depend on your plan type and whether you have used any add-ons.

Prepaid plans

If you are on a prepaid plan (like 5G Advanced Prepaid 20 or 30), you may be entitled to a refund for any unused credit. When you cancel, Yes should refund the unused portion of your prepaid balance. Call YesCare and ask for this refund to be processed within 7 to 14 working days. Ask for a reference number so you can track it.

Postpaid plans

Postpaid plans are billed monthly in advance or arrears, depending on your contract. You will not receive a refund for a full month if you cancel mid-cycle-you will pay a pro-rated charge for the days you used the service. If you cancel before the next billing date, you will not be charged for that month.

Add-ons (Konfem turbo and data Add-Ons)

No refund. This is Yes's strict policy. Once you buy a Postpaid Data Add-On or Konfem Turbo, the purchase is final and non-refundable, even if you cancel immediately after purchase and never use it. Stopee has seen customers lose RM50 to RM200 this way. Check your MyYes App now and remove any add-ons you do not actively use before you submit your cancellation request.

Pro tip: If you bought an add-on by mistake and want to cancel it, contact YesCare within 24 hours. While the terms say no refunds, a well-worded complaint citing accidental purchase or system error may persuade a supervisor to make an exception. You have nothing to lose by asking.

Early termination fees

If you cancel before your contract ends, Yes will charge an early termination fee. This fee is non-refundable. However, under the CPA 1999, you can challenge the fee if it is unfair or unreasonably high. If Yes refuses to negotiate, escalate to FOMCA or the Ministry of Domestic Trade and Cost of Living.

After you cancel

Cancellation does not end the moment your service stops-there are steps you must take to protect yourself.

Check your credit record

Within 30 days of cancellation, contact the Central Credit Reference Information System (CCRIS) or RAM Credit Information Centre to check that Yes has reported your account as closed, not in arrears. If Yes incorrectly reports you as defaulted, your credit score suffers and you may struggle to get loans or credit cards.

If Yes reports an error, contact them immediately and ask for a correction. Stopee recommends doing this check even if you paid your final invoice on time, because billing errors happen and your credit record is too important to leave unverified.

Update your contact information with your new telco

Port your phone number to another telco (Maxis, Digi, U Mobile, Celcom, Unifi Mobile, or another provider) or get a new number with your chosen provider. Yes's cancellation does not automatically port your number-you must do this separately with your new telco. Keep your Yes number active for at least 30 days after cancellation to avoid losing it.

Monitor for surprise charges

Check your credit card or bank account for 60 days after your cancellation date. If Yes attempts to charge you after cancellation, your bank can reverse the charge as an unauthorized transaction. Report any post-cancellation charge to Yes immediately, then dispute it with your bank if Yes refuses to refund it.

Common mistakes that delay or block cancellation

Many people think they have cancelled when they have not, then face surprise charges weeks later. Here are the traps Stopee sees most often.

Turning off auto billing and thinking you have cancelled

This is the biggest mistake. Auto billing and service cancellation are two separate processes. Turning off auto billing stops the automatic charge, but your service line remains active and you may still receive manual invoices. You must send a written cancellation request to fully exit.

Calling YesCare but not following up with written notice

Phone calls are easy but hard to prove. If you only call YesCare and do not send a written request, Yes may later claim they have no record of your cancellation request. Always follow a phone call with an email or registered mail confirmation.

Missing the cancellation deadline in your contract

If your contract requires cancellation notice 30 days before the renewal date, and you miss that deadline, your service auto-renews for another month (or year). Check your contract for notice periods and set a calendar reminder to cancel at least 60 days before the renewal date. Stopee recommends cancelling at least 14 days early to be safe.

Not checking for active add-ons before cancelling

If you have Konfem Turbo or a Data Add-On active, you will lose that money when you cancel-no refund. Remove add-ons from your MyYes App before you submit your cancellation request. Yes will ask you to confirm any add-ons when you cancel, so they will alert you, but it is your responsibility to choose whether to keep paying for them.

Not keeping proof of your cancellation request

If you lose your email confirmation, postal receipt, or reference number, you cannot prove to Yes (or to a dispute body like FOMCA) that you cancelled on time. Always save screenshots, emails, postal receipts, and call logs. Stopee advises keeping these records for at least 1 year after cancellation.

How to compare alternative telcos in malaysia

Before you cancel Yes, research your options so you can switch without losing service.

Pro tip: Before switching, confirm that your chosen telco offers number portability (MNP). In Malaysia, most major telcos support MNP, which means you keep your phone number. Stopee recommends porting your number rather than getting a new one, because your contacts and services linked to your old number remain uninterrupted.

Cancellation checklist

Use this checklist to ensure you have done everything needed to cancel Yes cleanly.

• Screenshot your MyYes App showing your plan, contract end date, and active add-ons.
• Screenshot your latest invoice confirming your billing cycle and next billing date.
• Call YesCare (018 333 0000) to confirm your contract status and any early termination fees. Write down the date, time, and representative name.
• Remove any unnecessary add-ons (Konfem Turbo, Data Add-Ons) from your MyYes App to avoid paying for them after cancellation.
• Turn off auto billing in the MyYes App and screenshot the confirmation.
• Send a formal written cancellation request via email to [email protected] or registered mail (address below). Keep the postal receipt or email confirmation.
• Wait 7 to 14 working days for Yes's cancellation confirmation letter or email.
• Review the final invoice for accuracy. Check that you are not being charged for months after your cancellation date.
• Pay any outstanding balance and keep the payment receipt.
• Request a settlement letter from Yes confirming your account is closed and fully paid.
• Choose a replacement telco and arrange for number portability (MNP) or a new number.
• Wait 30 days, then check CCRIS or RAM to verify your Yes account is reported as closed, not in arrears.
• Monitor your bank account for 60 days to catch any unauthorized post-cancellation charges.
• Save all cancellation documents (emails, letters, receipts, confirmations) for at least 1 year.

Contact information and final address for Yes cancellation

If you need to mail a formal cancellation notice to Yes, use one of the addresses below. Stopee recommends calling YesCare first (018 333 0000) to confirm which address is correct for cancellation notices, because Yes does not publish a dedicated cancellation postal address.

Primary contact methods for cancellation

• YesCare phone: 018 333 0000 (8am to 11pm daily)
• YesCare email: [email protected]
• MyYes App: Log in and navigate to "Account" or "Settings" to deactivate auto billing
• Yes website help: yes.my/help

Registered office address (mail cancellation notices here)

Based on publicly available information, Yes's registered office is typically associated with YTL Communications' corporate headquarters in Malaysia. However, because Yes has not published a specific cancellation mailing address on their website, call YesCare at 018 333 0000 before mailing your cancellation letter to confirm the exact postal address where they accept cancellation notices. This prevents your letter from going to the wrong department or address.

When you mail your cancellation notice, use registered mail (Pos Laju or Registered Mail from Pos Malaysia). Keep the postal receipt with the tracking number and delivery confirmation. This proof is essential if Yes later disputes whether they received your cancellation request.

Why stopee can help you cancel safely

Cancelling a recurring service like Yes involves legal rights, billing traps, and deadlines that are easy to miss. Stopee has built a consumer platform to guide you through every step and help you avoid costly mistakes. Stopee has helped thousands of consumers cancel Yes, Maxis, Digi, and other Malaysian telcos without losing money to hidden fees or unauthorized charges.

If Yes refuses to process your cancellation, disputes your refund, or charges you after you have cancelled, Stopee can show you how to escalate your complaint to FOMCA or the Ministry of Domestic Trade and Cost of Living. You have legal rights under Malaysia's Consumer Protection Act 1999, and Stopee empowers you to use them.

The key is preparation. Gather your account information, understand your contract terms, send a written cancellation request, and keep proof of everything. Follow the steps in this guide, use your checklist, and you will exit Yes cleanly. Stopee is here to support you at every stage of the cancellation process.