HB
Hennie B
1 reviews | Active since Jun 2019
20 Jun 2019, 09:28
Airtime disappears without consent.
I left MTN several years back because my airtime just kept on disappearing, unfortunately the other provider had bad coverage. With the new ICASA regulations that prevent any provider to take what isn't theirs, I decided to give MTN another go and ported, The first time I loaded airtime they started deducting again, I complained and I was casually informed that it was my fault for not switching of my background data, I informed them that ICASA states that out of bundle should be explicitly opt-in. They shortly thereafter admitted their fault and promised to pay me back, which I am still waiting for, I loaded another voucher, same story. Only option left is to warn others and log a complaint at ICASA for non-compliance.
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Replies (3)
MTN South Africa's replyOfficial
21 Jun 2019, 09:52 Good day Hennie Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
I have investigated your complaint and below are the findings:
The number was ported in on June 12th, you loaded a total of R40.00 (R30+R10) airtime, between 12th and 20th June of which R38.50 was used for data charges and R1.50 was for 3 SMS. There was no airtime that disappeared. All your voice calls were charged from your promotion bundle and not your airtime.
ICASA regulations is below and talks to data bundles.
· Out of Bundle data usage is when a customer is charged if their device connects to the web without a data bundle balance. · When you buy a data bundle, you are choosing to use a specific amount of data. When you have used that up, you can stay online, if you have a positive airtime balance. You can use that until you have bought another data bundle. If you do not give your consent to use the airtime to stay online, then you will not be able to use your apps or do anything online, until you have purchased a new bundle. · Dial *135*6# to opt-in to out-of-bundle usage, if this is done once your data bundle is completed you will not connect to the web until you load another data bundle. · If you opt-out of the out-of-bundle usage once your data bundle is over, you will continue using the web via airtime.
We trust that the above mentioned is beneficial to you. Please feel free to contact us should you require additional information.
Warm regards
Roanne Complaints Management Team
I have investigated your complaint and below are the findings:
The number was ported in on June 12th, you loaded a total of R40.00 (R30+R10) airtime, between 12th and 20th June of which R38.50 was used for data charges and R1.50 was for 3 SMS. There was no airtime that disappeared. All your voice calls were charged from your promotion bundle and not your airtime.
ICASA regulations is below and talks to data bundles.
· Out of Bundle data usage is when a customer is charged if their device connects to the web without a data bundle balance. · When you buy a data bundle, you are choosing to use a specific amount of data. When you have used that up, you can stay online, if you have a positive airtime balance. You can use that until you have bought another data bundle. If you do not give your consent to use the airtime to stay online, then you will not be able to use your apps or do anything online, until you have purchased a new bundle. · Dial *135*6# to opt-in to out-of-bundle usage, if this is done once your data bundle is completed you will not connect to the web until you load another data bundle. · If you opt-out of the out-of-bundle usage once your data bundle is over, you will continue using the web via airtime.
We trust that the above mentioned is beneficial to you. Please feel free to contact us should you require additional information.
Warm regards
Roanne Complaints Management Team
Best regards,
MTN South Africa's reply21 Jun 2019, 09:52
Official
Good day Hennie Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
I have investigated your complaint and below are the findings:
The number was ported in on June 12th, you loaded a total of R40.00 (R30+R10) airtime, between 12th and 20th June of which R38.50 was used for data charges and R1.50 was for 3 SMS. There was no airtime that disappeared. All your voice calls were charged from your promotion bundle and not your airtime.
ICASA regulations is below and talks to data bundles.
· Out of Bundle data usage is when a customer is charged if their device connects to the web without a data bundle balance. · When you buy a data bundle, you are choosing to use a specific amount of data. When you have used that up, you can stay online, if you have a positive airtime balance. You can use that until you have bought another data bundle. If you do not give your consent to use the airtime to stay online, then you will not be able to use your apps or do anything online, until you have purchased a new bundle. · Dial *135*6# to opt-in to out-of-bundle usage, if this is done once your data bundle is completed you will not connect to the web until you load another data bundle. · If you opt-out of the out-of-bundle usage once your data bundle is over, you will continue using the web via airtime.
We trust that the above mentioned is beneficial to you. Please feel free to contact us should you require additional information.
Warm regards
Roanne Complaints Management Team
I have investigated your complaint and below are the findings:
The number was ported in on June 12th, you loaded a total of R40.00 (R30+R10) airtime, between 12th and 20th June of which R38.50 was used for data charges and R1.50 was for 3 SMS. There was no airtime that disappeared. All your voice calls were charged from your promotion bundle and not your airtime.
ICASA regulations is below and talks to data bundles.
· Out of Bundle data usage is when a customer is charged if their device connects to the web without a data bundle balance. · When you buy a data bundle, you are choosing to use a specific amount of data. When you have used that up, you can stay online, if you have a positive airtime balance. You can use that until you have bought another data bundle. If you do not give your consent to use the airtime to stay online, then you will not be able to use your apps or do anything online, until you have purchased a new bundle. · Dial *135*6# to opt-in to out-of-bundle usage, if this is done once your data bundle is completed you will not connect to the web until you load another data bundle. · If you opt-out of the out-of-bundle usage once your data bundle is over, you will continue using the web via airtime.
We trust that the above mentioned is beneficial to you. Please feel free to contact us should you require additional information.
Warm regards
Roanne Complaints Management Team
Best regards,
HB
Hennie B's updateReviewer Update
21 Jun 2019, 14:59I disagree with how you see the ICASA regulations as explicitly opt-in means I had to decide that you can use my airtime for data, which I did not, and still you deducted, I do not disagree that it was my background apps that used the data, I did not opt-in for that, thus I see this as a problem om your system the regulation does't state that you must give me an opportunity to turn it off, it states that when I want data that is not part of a bundle that I have purchased I must consent to it and I did not, the data charge you are talking about is ******** and not consistent with the regulation.
HB
Hennie B's update21 Jun 2019, 14:59
Reviewer Update
I disagree with how you see the ICASA regulations as explicitly opt-in means I had to decide that you can use my airtime for data, which I did not, and still you deducted, I do not disagree that it was my background apps that used the data, I did not opt-in for that, thus I see this as a problem om your system the regulation does't state that you must give me an opportunity to turn it off, it states that when I want data that is not part of a bundle that I have purchased I must consent to it and I did not, the data charge you are talking about is ******** and not consistent with the regulation.
HB
Hennie B's updateReviewer Update
25 Jun 2019, 07:53Thank you for the refund, unfortunately the majority of it was deducted again for data I did not opt-in for, I am really getting tired of this and would love to port myself and my family back to Telkom but that can only be done in two months time so please solve the problem for the time being, I do not want out of bundle data and I do need you to stop taking my airtime for that. I even checked myself, the option for out of bundle is switched off this is a problem on your side.
HB
Hennie B's update25 Jun 2019, 07:53
Reviewer Update
Thank you for the refund, unfortunately the majority of it was deducted again for data I did not opt-in for, I am really getting tired of this and would love to port myself and my family back to Telkom but that can only be done in two months time so please solve the problem for the time being, I do not want out of bundle data and I do need you to stop taking my airtime for that. I even checked myself, the option for out of bundle is switched off this is a problem on your side.