Billing/Account
<p>I have a Top-up contract with MTN, which theoretically means that I have to buy airtime if I do not have airtime and data bundles. However I have noticed for the last few months that my account was extremely high and I received sms messages stating the account is over R5000. I queried the account with MTN Customer Service and was told that I was my Usage Limit is high and therefore the total just kept adding up. This was the first time I became aware of the fact that I had a usage limit. I thought it only app**** to contracts such as Talk Contracts etc. I was also told I had recurring data bundles which I also was not aware of as I cancelled any recurring bundles. I also do not always have enough money in my Topup account to buy recurring data bundles. I made a payment of R1000 every month, even though I cannot really afford it, in order to pay this amount which I was told is outstanding. I contacted MTN customer services again at the beginning of this month about the huge amount that does not get less and was told that I pay out of rates prices for data bundles. Now here is my point! I did not sign a contract for any other package except the Top-up packages and yet I have been warned that my account will be handed over to the legal department because of the outstanding amount. Question? Who is in contract breach here as I did not, and I repeat, sign any documents for any other package than a Top-up package. </p>
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MTN South Africa's replyOfficial
14 Feb 2017, 13:51Dear Johann,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
I have escalated the matter to our legal department as well as to your account credit controller for urgent assistance and feedback as well as to resolve the matter as soon as possible.
I hope that this is in order.
Kind regards
MTNSA
Best regards,
MTN South Africa's reply14 Feb 2017, 13:51
Official
Dear Johann,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
I have escalated the matter to our legal department as well as to your account credit controller for urgent assistance and feedback as well as to resolve the matter as soon as possible.
I hope that this is in order.
Kind regards
MTNSA
Best regards,
's updateReviewer Update
16 Feb 2017, 11:48I have not received any contact or email from MTN regarding my complaint since I posted the review. I once again contacted their customer services and queried the high bill and made it clear that on a previous occasion they said it was due to the usage limit being set at a very high amount. At that time I asked that it should be lowered, even though I could not recall at any time where I actually asked them to activate a usage limit on my account. The Customer Service Agent promised that she would do it and even said she did it. However I still continued to experience problems in that it was not done. I dialled *141*5# saw the usage settings and set it to R100. When I mentioned this to the consultant, she said it is impossible to do so through the phone as this setting can only be done by a Customer Service Agent at their side. She also said that the one number which the number concerned has a usage limit of R1800. So the usage limit was not lowered as she said which meant I still incur tremendous costs. My wife continues to recieve sms messages stating that she is paying out of rates data bundle prices. They have suspended both the lines, even though I pay a R1000 every month for the last 2 months in order to try and settle this. The problem though is that the amount does not get lower. I have told the customer service agent that I am going to cancel this contract and go to another service provider who has much more credibility and excellent customer care.
's update16 Feb 2017, 11:48
Reviewer Update
I have not received any contact or email from MTN regarding my complaint since I posted the review. I once again contacted their customer services and queried the high bill and made it clear that on a previous occasion they said it was due to the usage limit being set at a very high amount. At that time I asked that it should be lowered, even though I could not recall at any time where I actually asked them to activate a usage limit on my account. The Customer Service Agent promised that she would do it and even said she did it. However I still continued to experience problems in that it was not done. I dialled *141*5# saw the usage settings and set it to R100. When I mentioned this to the consultant, she said it is impossible to do so through the phone as this setting can only be done by a Customer Service Agent at their side. She also said that the one number which the number concerned has a usage limit of R1800. So the usage limit was not lowered as she said which meant I still incur tremendous costs. My wife continues to recieve sms messages stating that she is paying out of rates data bundle prices. They have suspended both the lines, even though I pay a R1000 every month for the last 2 months in order to try and settle this. The problem though is that the amount does not get lower. I have told the customer service agent that I am going to cancel this contract and go to another service provider who has much more credibility and excellent customer care.