Appalling and disgraceful
I have had a contract for 6 years which has cost me R350pm. All of a sudden they have changed the contract and my alleged data use has gone through the roof. I use wifi at home so it is only whatsapp and occasional FB during the day - to the tune of R2800! What utter *******. I allegedly got my monthly 350mb on the 17th, by the 18th I need to buy more? My MTN App says I have data and R347 airtime, MTN says I don't. Somebody has stuffed up and it isn't me. I'm absolutely furious - I got the app to make sure I didn't run up data or run out of airtime and it clearly doesn't work. It would seem that my monthly data and airtime has not been app**** for at least a month so I have been charged usurious out of bundle rates. Appalling.
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Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
21 Jun 2019, 08:47 Good day Anne 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.
Please see below a response from our billing department, emailed to '***'. There was no change to your account with the exception of added data usage of R1185.54. The billing dept have emailed you the reports showing those connections.
From: Cherildene Matthews [ MTN South Africa ]
Sent: Friday, 21 June 2019 06:45
To: '***' <***>
Subject: Website Reports - *** 2019-06-16
Good day Mrs Margaret Anne Kalytta,
In response to SR: ***
Kindly find attached the website report for the data usage for the period as requested: inv. dated 2019-06-16.
Kindly note regarding attached URL report.
Attached URL report serves as a Guideline to websites that were visited.
This report is not used to validate usage.
1) That this only includes web sites (HTTP) and that any traffic such as VoIP, Bit Torrent, etc. are not included.
2) The volume per web site is not included (we do not record this).
3) The correct volume is indicated on your itemized per session.
4) Microsoft updates including any other auto update will be billed accordingly.
The URL report is used as a guide line as to the websites accessed and not used to validate charges. Charges are deemed valid from the ITB report.
NOTE:
* SASN_EDR HTTP URLs only show HTTP-encapsulated data usage.
i.e. this does not include e.g. VoIP or P2P file sharing!
* SASN_UDR records these as non-HTTP services in SERVICE_CLASS.
URL reports are not used to validate usage as not all activities browsed nor downloaded are displayed.
Note – Absent URL activities are encrypted(Blanks found on Data Usage Report, noted on Column C URL)
Encrypted meaning:
https not displayed(These refer to secure sites) namely banking transactions…
Emails sent/received are not displayed
Torrent Downloads not displayed
WhatsApp transactions are not displayed(Pictures, Videos sent and received and WhatsApp calls)
Viber transactions are not displayed(Pictures, Videos sent and received and Viber calls)
BBM etc. not displayed
Only HTTP sites, google, updates YouTube can be viewed.
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
Please see below a response from our billing department, emailed to '***'. There was no change to your account with the exception of added data usage of R1185.54. The billing dept have emailed you the reports showing those connections.
From: Cherildene Matthews [ MTN South Africa ]
Sent: Friday, 21 June 2019 06:45
To: '***' <***>
Subject: Website Reports - *** 2019-06-16
Good day Mrs Margaret Anne Kalytta,
In response to SR: ***
Kindly find attached the website report for the data usage for the period as requested: inv. dated 2019-06-16.
Kindly note regarding attached URL report.
Attached URL report serves as a Guideline to websites that were visited.
This report is not used to validate usage.
1) That this only includes web sites (HTTP) and that any traffic such as VoIP, Bit Torrent, etc. are not included.
2) The volume per web site is not included (we do not record this).
3) The correct volume is indicated on your itemized per session.
4) Microsoft updates including any other auto update will be billed accordingly.
The URL report is used as a guide line as to the websites accessed and not used to validate charges. Charges are deemed valid from the ITB report.
NOTE:
* SASN_EDR HTTP URLs only show HTTP-encapsulated data usage.
i.e. this does not include e.g. VoIP or P2P file sharing!
* SASN_UDR records these as non-HTTP services in SERVICE_CLASS.
URL reports are not used to validate usage as not all activities browsed nor downloaded are displayed.
Note – Absent URL activities are encrypted(Blanks found on Data Usage Report, noted on Column C URL)
Encrypted meaning:
https not displayed(These refer to secure sites) namely banking transactions…
Emails sent/received are not displayed
Torrent Downloads not displayed
WhatsApp transactions are not displayed(Pictures, Videos sent and received and WhatsApp calls)
Viber transactions are not displayed(Pictures, Videos sent and received and Viber calls)
BBM etc. not displayed
Only HTTP sites, google, updates YouTube can be viewed.
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, 08:47
Official
Good day Anne 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.
Please see below a response from our billing department, emailed to '***'. There was no change to your account with the exception of added data usage of R1185.54. The billing dept have emailed you the reports showing those connections.
From: Cherildene Matthews [ MTN South Africa ]
Sent: Friday, 21 June 2019 06:45
To: '***' <***>
Subject: Website Reports - *** 2019-06-16
Good day Mrs Margaret Anne Kalytta,
In response to SR: ***
Kindly find attached the website report for the data usage for the period as requested: inv. dated 2019-06-16.
Kindly note regarding attached URL report.
Attached URL report serves as a Guideline to websites that were visited.
This report is not used to validate usage.
1) That this only includes web sites (HTTP) and that any traffic such as VoIP, Bit Torrent, etc. are not included.
2) The volume per web site is not included (we do not record this).
3) The correct volume is indicated on your itemized per session.
4) Microsoft updates including any other auto update will be billed accordingly.
The URL report is used as a guide line as to the websites accessed and not used to validate charges. Charges are deemed valid from the ITB report.
NOTE:
* SASN_EDR HTTP URLs only show HTTP-encapsulated data usage.
i.e. this does not include e.g. VoIP or P2P file sharing!
* SASN_UDR records these as non-HTTP services in SERVICE_CLASS.
URL reports are not used to validate usage as not all activities browsed nor downloaded are displayed.
Note – Absent URL activities are encrypted(Blanks found on Data Usage Report, noted on Column C URL)
Encrypted meaning:
https not displayed(These refer to secure sites) namely banking transactions…
Emails sent/received are not displayed
Torrent Downloads not displayed
WhatsApp transactions are not displayed(Pictures, Videos sent and received and WhatsApp calls)
Viber transactions are not displayed(Pictures, Videos sent and received and Viber calls)
BBM etc. not displayed
Only HTTP sites, google, updates YouTube can be viewed.
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
Please see below a response from our billing department, emailed to '***'. There was no change to your account with the exception of added data usage of R1185.54. The billing dept have emailed you the reports showing those connections.
From: Cherildene Matthews [ MTN South Africa ]
Sent: Friday, 21 June 2019 06:45
To: '***' <***>
Subject: Website Reports - *** 2019-06-16
Good day Mrs Margaret Anne Kalytta,
In response to SR: ***
Kindly find attached the website report for the data usage for the period as requested: inv. dated 2019-06-16.
Kindly note regarding attached URL report.
Attached URL report serves as a Guideline to websites that were visited.
This report is not used to validate usage.
1) That this only includes web sites (HTTP) and that any traffic such as VoIP, Bit Torrent, etc. are not included.
2) The volume per web site is not included (we do not record this).
3) The correct volume is indicated on your itemized per session.
4) Microsoft updates including any other auto update will be billed accordingly.
The URL report is used as a guide line as to the websites accessed and not used to validate charges. Charges are deemed valid from the ITB report.
NOTE:
* SASN_EDR HTTP URLs only show HTTP-encapsulated data usage.
i.e. this does not include e.g. VoIP or P2P file sharing!
* SASN_UDR records these as non-HTTP services in SERVICE_CLASS.
URL reports are not used to validate usage as not all activities browsed nor downloaded are displayed.
Note – Absent URL activities are encrypted(Blanks found on Data Usage Report, noted on Column C URL)
Encrypted meaning:
https not displayed(These refer to secure sites) namely banking transactions…
Emails sent/received are not displayed
Torrent Downloads not displayed
WhatsApp transactions are not displayed(Pictures, Videos sent and received and WhatsApp calls)
Viber transactions are not displayed(Pictures, Videos sent and received and Viber calls)
BBM etc. not displayed
Only HTTP sites, google, updates YouTube can be viewed.
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,
's updateReviewer Update
21 Jun 2019, 16:57This does not help in the least. It does not show how this happened. It does not show why all the data bundles I loaded (I have screenshots of where I bought them through the MTN app) have not reflected, my monthly R350 airtime has not been added either. I bought 300mb data on the 09/05, 16/05 and 18/06. My monthly 350mb should have been loaded on the 17/05 and 17/06 - it wasn't. My monthly R350 airtime should have been loaded on 17/05 and 17/06, it appears it wasn't. I use exclusively wifi at home so there should not be any after hours data use. I bought data online several times in the past that did not reflect but I was not willing to give some stranger my bank account details to prove it - hence my buying through the app. This account was supposed to have been capped in January already when I complained previously and downloaded the app to try to control the data use - it clearly didn't work. The app showed I had R347 airtime but your customer service said I had zero. This is absolutely ridiculous. Now I've been told to go to MTN, sit in a queue to ask them to find a contract that was signed in 2013?? Are you kidding me? I have to prove that I had a contract that gave me 50 sms, 350 mb data and R350 aitrtime when every month from 2013 to two months ago that is what I got but all of a sudden I have to prove that is what my contract was? All you have to do is check any month before May.
's update21 Jun 2019, 16:57
Reviewer Update
This does not help in the least. It does not show how this happened. It does not show why all the data bundles I loaded (I have screenshots of where I bought them through the MTN app) have not reflected, my monthly R350 airtime has not been added either. I bought 300mb data on the 09/05, 16/05 and 18/06. My monthly 350mb should have been loaded on the 17/05 and 17/06 - it wasn't. My monthly R350 airtime should have been loaded on 17/05 and 17/06, it appears it wasn't. I use exclusively wifi at home so there should not be any after hours data use. I bought data online several times in the past that did not reflect but I was not willing to give some stranger my bank account details to prove it - hence my buying through the app. This account was supposed to have been capped in January already when I complained previously and downloaded the app to try to control the data use - it clearly didn't work. The app showed I had R347 airtime but your customer service said I had zero. This is absolutely ridiculous. Now I've been told to go to MTN, sit in a queue to ask them to find a contract that was signed in 2013?? Are you kidding me? I have to prove that I had a contract that gave me 50 sms, 350 mb data and R350 aitrtime when every month from 2013 to two months ago that is what I got but all of a sudden I have to prove that is what my contract was? All you have to do is check any month before May.
MTN South Africa's replyOfficial
25 Jun 2019, 09:27 Good day Anne There has been no dispute that you have not loaded your own data, however the Website reports will show you the total used and on which sites. The Billing Dept did email you the reports, you can respond to them if you have or need further information regarding this ref: *** Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you Warm regards
Roanne Complaints Management Team
Roanne Complaints Management Team
Best regards,
MTN South Africa's reply25 Jun 2019, 09:27
Official
Good day Anne There has been no dispute that you have not loaded your own data, however the Website reports will show you the total used and on which sites. The Billing Dept did email you the reports, you can respond to them if you have or need further information regarding this ref: *** Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you Warm regards
Roanne Complaints Management Team
Roanne Complaints Management Team
Best regards,