PW
Peter W

1 reviews | Active since Feb 2019

06 Apr 2019, 09:41

Beware MTN is deducting airtime at OOB rates in contravention of ICASA regulations which came into effect 1 March 2019

On 18 March MTN gave me 500MB free data valid for 7 days. On 21 March I did a balance check and I had R54.55 airtime and 448.05MB data. I used less than 200MB of the 500MB data bundle before it expires as my phone is usually connected to my home wi-fi internet connection. On 6 April I did a balance check and I had R6.38 airtime. I had made no phone calls that would use up my airtime. I did not opt into any data charges that may be deducted from my airtime as per the ICASA requirements. Technically, I should not have had any mobile internet access. To test if this was true, I did a speedtest using moble data and I had mobile internet access. After the speedtest I did another balance check and I had R4.66 airtime. That means R1.72 airtime was deducted for a speedtest that used 117MB of data. So MTN has been *******ly deducting from my airtime for mobile internet despite this being against the ICASA rules. My number should have been blocked from internet access and OOB charges, not allow me mobile internet access and deduct it from my airtime at the OOB inflated rates. I really don't care if you refund me or not. Just the amount of time it took me to write this review I've lost many times over the amount you've *******ly deducted from my airtime. As the saying goes, time is money and I bill by the hour for my services. What I do care about is that thousands of subscribers see my review, check their airtime balances and confront you regarding your ******* deductions. Also I hope someone from ICASA reads this review and takes MTN to task. I can prove everything I have said in this review. I have screen captures of the dates and balances mentioned above, the speedtest actually running when I was not supposed to have internet access and the amount of mobile data used according to the My Data Manager app.

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Replies (2)
MTN South Africa
MTN South Africa's reply08 Apr 2019, 10:40
Official
Good Day Peter

Thank you for your post.

Please accept our sincere apologies for any inconvenience caused.

Please note that we tried to reach you on the contact number provided on this post but unfortunately there was no answer.

Kindly be advised that you will need to opt out of OOB rates by dialling *135*6# ok/send, select the option for Data and follow the prompts to opt out of OOB rates.

We would like to assure you that it is not our intention to dissatisfy any of our clients. We look forward to improving on the service delivery to you.

Warm Regards
Brendah Langa
Complaints Management  



PW
Peter W's update09 Apr 2019, 09:04
Reviewer Update
ICASA regulations do not require me to opt out. For MTN to bill we you need to require me to opt in. From February 28, there will be no automatic rolling over to out-of-bundle data charges when bundles run out - users will have to pro-actively opt in to out-of-bundle data charges in order to stay connected, even if airtime is available or they are on a contract ICASA said that the regulations regarding out-of-bundle blocking by default are implemented with effect on 1 March 2018. (NOTE: out-of-bundle blocking by default) According to BOTLENYANA MOKHELE of ICASA: The service that we can expect is exactly what is outlined in the regulation. The first being a usage notification at 50% and 100% when the data depletes. The second is the ability to roll over all data before it has expired. The third is the ability to transfer data before it expires. But more importantly is a prohibition from being charged out-of-bundle rates without your consent. I received no SMS notifications as required. I do not have to opt out of OOB billing. I have to opt in, which I did not. According to ICASA ' ... a prohibition from being charged out-of-bundle rates without your consent'. Your reply is unacceptable telling me I need to opt out by dialling *135*6#. ICASA is quite clear. If I do NOT OPT IN any deductions from my airtime for data is *******.