SY
Samantha Y
1 reviews | Active since Jul 2012
02 Nov 2016, 14:06
Airtime dissappeared
<p>Last week when I checked my airtime balance, I had over R1,800 airtime available. When I checked my balance on Saturday, I saw that it had been reduced to just over R50. There was no way I had used that amount of airtime. There was no warning or explanation about my airtime "expiring". Upon calling the call centre, the response was "the non-expiring airtime expires after 2 months". I have been active on my phone, using airtime etc, for this airtime to just vanish is very worrying. Apparently, I need to lay a complaint on the website, which I cannot do, because I cannot find the complaints section on the website. Does anyone know how I can get my airtime back? </p>
Helpful (0)
Replies (1)0
Replies (1)
MTN South Africa's replyOfficial
03 Nov 2016, 16:16Thank you for your post
We sincerely apologize for any inconvenience you may have experienced with our service.
Please be advised that the airtime was carried over from your previous package when your line was upgraded and migrated to a new package on 2016-05-26, upon the migration the inclusive airtime was carried over to the expiry wallet which had an expiry of 5 months. The R1857.27 airtime reached the expiry date on 2016-10-27.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ:***
Best regards,
MTN South Africa's reply03 Nov 2016, 16:16
Official
Thank you for your post
We sincerely apologize for any inconvenience you may have experienced with our service.
Please be advised that the airtime was carried over from your previous package when your line was upgraded and migrated to a new package on 2016-05-26, upon the migration the inclusive airtime was carried over to the expiry wallet which had an expiry of 5 months. The R1857.27 airtime reached the expiry date on 2016-10-27.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
REQ:***
Best regards,