PT
Philippe T
1 reviews | Active since Mar 2009
27 Feb 2015, 17:34
Account suspension
Today my account was suspended because I had reached my so called soft lock amount even though I still had over 1000 minutes on my contract available as well as free sms messages and data.<br> Why do you lock people when they have airtime available that they have paid for ?<br> Your system that suspends accounts should looks at these things and allow a person to use his free minutes before blocking the consumer to phone.<br> Go switch off the people who do not pay at all. I have been paying my contract monthly every single month without missing one payment yet you go and switch me off.<br> Shame on you MTN
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MTN South Africa's replyOfficial
03 Mar 2015, 07:12Hello temmerpj,
We are truly sorry for any inconvenience caused and for the delayed response.
We have perused your account, we see that the line has been reconnected. The line was barred as the total amount due on the account exceeded the total credit limit on the account and not your usage limit.
There is a difference between a usage limit and a credit limit. The usage limit prevents you from exceeding a limit you set to spend on calls, SMS and data and the credit limit is the total amount for the account including subscription fees.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused and for the delayed response.
We have perused your account, we see that the line has been reconnected. The line was barred as the total amount due on the account exceeded the total credit limit on the account and not your usage limit.
There is a difference between a usage limit and a credit limit. The usage limit prevents you from exceeding a limit you set to spend on calls, SMS and data and the credit limit is the total amount for the account including subscription fees.
Regards
Tim
MTN Complaints Management Team: REQ:***
MTN South Africa's reply03 Mar 2015, 07:12
Official
Hello temmerpj,
We are truly sorry for any inconvenience caused and for the delayed response.
We have perused your account, we see that the line has been reconnected. The line was barred as the total amount due on the account exceeded the total credit limit on the account and not your usage limit.
There is a difference between a usage limit and a credit limit. The usage limit prevents you from exceeding a limit you set to spend on calls, SMS and data and the credit limit is the total amount for the account including subscription fees.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused and for the delayed response.
We have perused your account, we see that the line has been reconnected. The line was barred as the total amount due on the account exceeded the total credit limit on the account and not your usage limit.
There is a difference between a usage limit and a credit limit. The usage limit prevents you from exceeding a limit you set to spend on calls, SMS and data and the credit limit is the total amount for the account including subscription fees.
Regards
Tim
MTN Complaints Management Team: REQ:***