NM
Nirisha M
1 reviews | Active since May 2014
02 Apr 2015, 08:41
Appalling response time/Incorrect charges
MTN's response time on queries is disappointing and frustrating. The call centre options are useless. MTN tries to answer all possible question scenarios with unhelpful pre-recordings. Utter laziness on their part. However my biggest gripe is being ****** on my top up contract. I called the 808 call centre on 11 Feb 2015 to cancel the contract and port to prepaid. I was informed by the agent that this had been done, and that my last debit order would be pro-rata'd. However much to my annoyance I was actually debited a higher amount (R284) twice (1 March & 1 April). Further to this, my top up airtime and data was very quickly pro-rata'd. They were quick to ration my data and airtime and quick to take money from me but cannot respond as quick to queries! As per the consumer protection act MTN cannot increase a customers contract fees without first informing them. I was never contacted regarding this. I want my money returned to me immediately and all further debit orders ceased - R568 is a lot of money that I needed. If this is not reversed I will be taking this further as per the consumer protection act!
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MTN South Africa's replyOfficial
15 Apr 2015, 12:23Hello nirim,
We are truly sorry for any inconvenience caused and for the delayed response.
We've now perused your account and see that your contract had already expired before it was migrated over to prepaid. You were then charged the standard subscription fees and service fees as the contract was month to month. Please refer to your subscriber agreement form and look at clauses 2. Contract Starting Date, Renewal and Cancellation.
We have however picked up that you were charged that you were charged the promo service fee/handset installment fee for the months of January & February 2015 and have requested our Billing Department to credit the account and then we can request our Banking Department to allocate the funds to your banking account. The reference number for the request logged is REQ:***.
We've had a look at the debit orders that came off your account and we see that it was for the invoices generated for the months of January & February 2015 before the prepaid migration was done.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused and for the delayed response.
We've now perused your account and see that your contract had already expired before it was migrated over to prepaid. You were then charged the standard subscription fees and service fees as the contract was month to month. Please refer to your subscriber agreement form and look at clauses 2. Contract Starting Date, Renewal and Cancellation.
We have however picked up that you were charged that you were charged the promo service fee/handset installment fee for the months of January & February 2015 and have requested our Billing Department to credit the account and then we can request our Banking Department to allocate the funds to your banking account. The reference number for the request logged is REQ:***.
We've had a look at the debit orders that came off your account and we see that it was for the invoices generated for the months of January & February 2015 before the prepaid migration was done.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,
MTN South Africa's reply15 Apr 2015, 12:23
Official
Hello nirim,
We are truly sorry for any inconvenience caused and for the delayed response.
We've now perused your account and see that your contract had already expired before it was migrated over to prepaid. You were then charged the standard subscription fees and service fees as the contract was month to month. Please refer to your subscriber agreement form and look at clauses 2. Contract Starting Date, Renewal and Cancellation.
We have however picked up that you were charged that you were charged the promo service fee/handset installment fee for the months of January & February 2015 and have requested our Billing Department to credit the account and then we can request our Banking Department to allocate the funds to your banking account. The reference number for the request logged is REQ:***.
We've had a look at the debit orders that came off your account and we see that it was for the invoices generated for the months of January & February 2015 before the prepaid migration was done.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused and for the delayed response.
We've now perused your account and see that your contract had already expired before it was migrated over to prepaid. You were then charged the standard subscription fees and service fees as the contract was month to month. Please refer to your subscriber agreement form and look at clauses 2. Contract Starting Date, Renewal and Cancellation.
We have however picked up that you were charged that you were charged the promo service fee/handset installment fee for the months of January & February 2015 and have requested our Billing Department to credit the account and then we can request our Banking Department to allocate the funds to your banking account. The reference number for the request logged is REQ:***.
We've had a look at the debit orders that came off your account and we see that it was for the invoices generated for the months of January & February 2015 before the prepaid migration was done.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,