Bad service

On Friday the 3rd June 2016 I went to your Loveday branch is Johannesburg to apply for a 2gig data bundle top up contract. There was some kind of hold up and I had to go back later to fetch the simcard. On Saturday 4th June 2016 I tried to use this sim card but I did not work. I called your call centre 808, go to your phone recordings. They told me that I could only use the sim at night. OMG. that is not what I app**** for.
I went back to the shop and told that guy what the call centre had said. He told me that he also did not rica the sim and he will change to contract back to the 2 gig data bundle that i app**** for in the first place.

I spoke to a nice guy at your call centre and he explained to me that the contract was never captured as a top up but an open line. He had to re captured it to a top up plan.

I started emailing the customer care centre and told them what the problem was. That guy admitted that he messed up the whole contract when he issued it. Did not know how did it happen. See all my corresponds via email.

I was not even one whole month and i got a bill of R5000, WOW. This cannot be happening.

Why should i should i pay for something that one of your staff members messed up.

O and by the way you can see that all my contracts are top ups. And is a loyal customer did i ever had problems not paying your bills.

PLEASE HANDLE THIS MATTER AS VERY SERIOUS. I AM AWAITING YOUR RESPONSE.

----- Forwarded Message -----
From: Customer Care ********** />To: **********
Sent: Tuesday, June 28, 2016 11:18 AM
Subject: Re: Fw: Biling Error [# ********** 8]

Good day Beverley,

Thank you for emailing Customer Care.
We apologize for the delayed response.
Kindly be advised that the Data Validation will get back to you as soon as they have process your query for assistance.
Please do not hesitate to contact us should you require further assistance.
Kind Regards,
Elizabeth Lei
Customer Services
MTN SA
You can now text your query to us! Simply SMS 44303
Reference Number: ********** 8

--Original Message--
From: ********** />Date: 6/28/2016 9:11:49 AM
To: ********** />Subject: Fw: Biling Error [# ********** 8]

I went to that guy who helped me with the sim application, he admitted that he did not capture the contract as a top up. Who is going to take the responsibility for the mess your staff member created.
Like I said before this is un acceptable. This is not service.
----- Forwarded Message -----
From: Customer Care ********** />To: **********
Sent: Monday, June 27, 2016 1:41 PM
Subject: Re: Biling Error [# ********** 8]

Good day Beverley,

Thank you for emailing Customer Care.
We apologize for the delayed response.
KIndly be advised that we have escalated your to the Business Department for further assistance.
Please do not hesitate to contact us should you require further assistance.
Kind Regards,
Elizabeth Lei
Customer Services
MTN SA
You can now text your query to us! Simply SMS 44303
Reference Number: ********** 8

--Original Message--
From: ********** />Date: 6/27/2016 11:55:00 AM
To: ********** />Subject: Re: Biling Error [# ********** 8]

I don't want to take responsibility for something I have not app**** for, as you can see all my contracts that I have is TOP UPS
. Since the day I took out this data sim card I had problems.
Clearly that guy in your Loveday branc is not clued up with his work, why did he not do what I app**** for, this is unfair. I don't have money to pay this account!!!!!!!!!!

From: Customer Care ********** />To: **********
Sent: Monday, June 27, 2016 10:51 AM
Subject: Re: Biling Error [# ********** 8]

Good day Bervely,

Thank you for emailing Customer Care.
We apologize for the delayed response.
Kindly be advised that you were billed for packet switch data.
Kindly be note that your number ********** 068 is an open line, this means you use more than what the package gave you.
Pocket Switched Data, Short messages, Content Charge and are the ones that made your bill to be higher.
Kindly be advised that your account is uncapped which means that when all your Data has been depleted you will then be charged out-of-bundle and that amount goes to your month end bill.
Packet Switch Data Calls are internet usages only billed to the invoice once the data provisioned have been used up per billing cycle.
Packet switch data calls indicate when the MTN menu has been accessed to download information from the Internet onto your phone. Please note these downloads include ringtones and pictures as well.
Please be advised that you can also cap your line so that you cannot exceed your limit by dialing *141*1*7852# and follow the prompts.
2016-06-13
PACKET SWITCHED DATA CALLS
3763.12

Reference Number: ********** 71
Please do not hesitate to contact us should you require further assistance.
Kind Regards,
Elizabeth Lei
Customer Services
MTN SA
You can now text your query to us! Simply SMS 44303
Reference Number: ********** 8

--Original Message--
From: ********** />Date: 6/24/2016 2:24:57 PM
To: ********** />Subject: Biling Error

I have taken out this new contract and was sent this bill, I mean really what did I do on this simcard to deserve such a huge bill, this contract is not even one month old,

HOW CAN YOU HAVE A BALANCE BROUGHT FORWARD ON YOUR ACCOUNT IF YOU HAVE NOT USED IT YET. PLEASE SORT THIS OUT IMMEDIATLY. INVOICE ATTACHED.

Please fix this account urgently as this amount will be debited against my bank account.

This contract was taken out at your Loveday Street branch. Since I got this simcard I had problems, that guy didn't rica my simcard and until now I still cannot use this simcard, what is this, this not service, I had so many contracts with MTN but really this is bad service.

Please sort out this problem,