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Cherie G

1 reviews | Active since Jul 2012

12 Sept 2017, 06:04

Bill as they please not as per contract signed

We were not told that the package we were taking is only for 1 year as the contract is for 2 years. After the year had passed, without notification sent an sms to say a large amount over R600 is owing on the one device when I have a contract for a different amouny for 2 devices. This matter has been unresolved and "escalated" since 18 August 2017. They just decided they would bill me for the extra features as they wish and not even the store consultants werw aware they would do this. All contracts are for 2 years so if they are selling something for a different time period they should stress that to a buyer. Furthermore they are not allowed to bill as they wish and send messages to say everyday that the matter is escalated. How much more escalated can a query get after 3 and a half weeks, its nearly time for the next invoice. I have to phone in all the time to follow up and check that my account will not be billed for those extra features at the extra rate. I should be given those features as contracts are 24months and MTN clearly did not inform as they should because not even their own staff were aware of this. Agents at store dont get back to me anymore they dont return my calls. Avoiding responsibility for affecting consumers rights. Its pathetic. Im appalled that MTN provide such a bad taste of service!

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Cherie G's update14 Sept 2017, 05:34
Reviewer Update
1.How long will it take to resolve this for good because I received an sms saying it was resolved and when I phoned the call centre they told me it wasn't. I have to keep phoning all the time to get the services credited from my account this is extremely frustrating. 2. I receive messages saying it is resol ed but it is not. I phone the store and t hey only picked up twice. Once I spoke to a guy and the consultant called me back. The second time was on Friday and I did not receive a call back, all I keep receiving is escalation ref numbers via sms. 3. You cannot promote a product and charge for it differently. No one in store advised that these changes to my contract were going to take place at all. In fact your staff in store were not advised of the changes you were making to these type of contracts. It is not legal to promote one thing and bill another way. What is going on with your company? Why can't you just stick to what your agents sell. If they are selling incorrectly then you should re-train them, if mtn has billing issues then maybe billing staff need more training as they take 3 and a half weeks to resolve this. 4. Ive been a mtn subscriber for many years and this is the first time I have struggled like this with you, but it was so severe that I'm exhausted after this ordeal.... to be invoiced over a thousand rand for one device .... that's a financial nightmare for me. The stress you guys caused for 3 and a half weeks was so unnecessary. 5. Your staff are not always helpful I am very disappointed in all staff that dealt with this. I was actually told that you guys have done everything as you should so I can take legal steps if I want to ..... truth is you didnt do all that you could, you send sms of resolvement when the query is unresolved. You take close to a month to sort out a simple billing issue and your store staff say and promote what they want which in this case wasnt in fact what the contract really was and then the consumer is stuck with the contract. That's negligence and false advertising. 6. Why did my husband receive the messages regarding the contract when I am the account holder on both his number and mine. This query also relates to my number and not his as was originally told to me.