1 reviews | Active since Mar 2009
Billing problems unresolved
<p>I have been trying to sort out a billing problem with MTN for a month now. If I email their customer care, they don’t bother reading my query, and just gives me a scripted answer. I’ve explained three times now what is wrong and still no-one can help me, or I’m just being ignored. When I lodged a complaint on the MTN website, I received a standard response that I will be answered in 5 working days, and then nothing happens. I’ve tried to call them, but according to their system, my number does not even exist. So there is nowhere else to turn to for this to be sorted. I just need to talk to someone in accounts who can actually go through the trouble of pulling my records and assisting me. I have been billed incorrectly for two months now, and there is an absolute lack of customer service to resolve this. I recently moved from Autopage to MTN and now their service is even worse than I received at Autopage. I am really disgusted with MTN and regret not moving to Vodacom when my contract expired.</p>
Thank you for your post.
We apologize for the delayed response and for any inconvenience incurred.
We have tried to contact you @06:11 on voicemail.
Kindly be advised that the system bill the account in arrears. The balance for R1070 was for the July invoice paid over to Mtn on the 31-8-2016. The balance for R1247.80 was for the June invoice paid over to MTN on the 30-7-2016.
The MTN Pin is a security code placed on the account by the account user to protect the account holder you have not set one up on the account this can be done when you call the 808 call centre service. The surname details has been updated to Kolb on all the levels. With the ID number we only pick up one account number and not 2 account numbers.
The system reflect you have used content services and the account has been billed for this service, note that this is not service from MTN and the user of the device has activated this service , MTN do not credit the account for this service. We have sent the request to the content provider Strike Media to remove you details. Your ***.You may use the following USSD code to block the content service providers: *141* 5 # select option written content billing
Please be advised that you can also cap your line so that you cannot exceed your usage limit by dialling *141*1*7852# and follow the prompts.
Kindly note that the data charges on your invoices dated 16/06/16 and 16/07/16 were on your previous package MTN Anytime 350 which was before you upgraded on the 14/07/16. The data bundle on your account was only allocated on the 17/07/16 when your new month started. Checking on your invoice dated 16/07/16, if you check on your ITB it shows data charges until 13/07/16.
Kindly note that the system reflect you had a usage limit of R-1.00 then on the 10-8-2016 the usage limit was changed on the device to R626.36 and then changed back to R250.00. on the 1-9-2016.
The invoice for May month has been billed as per the usage limit set up for R626.36 with VAT R621.98. Same for the invoice for July month, The extra charges for the data and calls is due to the usage limit changed to R626.36
Date/Time Source Channel Old SUL New SUL Avail
2016-09-01 07:37 USSD R 626.36 R 250.00 R 0.00 0
2016-08-10 18:36 Service Provider R-1.00 R 626.36 R 0.00 0
The July invoice was billed extra for data charges due to the usage limit of R626.36 set up by the user of the device. The account has been billed R203.08 over the usage limit for R626.36, credit will be passed for the extra charges due to the system were supposed to only bill you R626.36 for data and not R 829. 44.
The credit will reflect in 2 days’ time.
The account usage limit is now on R0.00.
Kind Regards,
Alice van der Merwe
Kind Regards,
Alice van der Merwe
REQ:***
.
Best regards,
Thank you for your post.
We apologize for the delayed response and for any inconvenience incurred.
We have tried to contact you @06:11 on voicemail.
Kindly be advised that the system bill the account in arrears. The balance for R1070 was for the July invoice paid over to Mtn on the 31-8-2016. The balance for R1247.80 was for the June invoice paid over to MTN on the 30-7-2016.
The MTN Pin is a security code placed on the account by the account user to protect the account holder you have not set one up on the account this can be done when you call the 808 call centre service. The surname details has been updated to Kolb on all the levels. With the ID number we only pick up one account number and not 2 account numbers.
The system reflect you have used content services and the account has been billed for this service, note that this is not service from MTN and the user of the device has activated this service , MTN do not credit the account for this service. We have sent the request to the content provider Strike Media to remove you details. Your ***.You may use the following USSD code to block the content service providers: *141* 5 # select option written content billing
Please be advised that you can also cap your line so that you cannot exceed your usage limit by dialling *141*1*7852# and follow the prompts.
Kindly note that the data charges on your invoices dated 16/06/16 and 16/07/16 were on your previous package MTN Anytime 350 which was before you upgraded on the 14/07/16. The data bundle on your account was only allocated on the 17/07/16 when your new month started. Checking on your invoice dated 16/07/16, if you check on your ITB it shows data charges until 13/07/16.
Kindly note that the system reflect you had a usage limit of R-1.00 then on the 10-8-2016 the usage limit was changed on the device to R626.36 and then changed back to R250.00. on the 1-9-2016.
The invoice for May month has been billed as per the usage limit set up for R626.36 with VAT R621.98. Same for the invoice for July month, The extra charges for the data and calls is due to the usage limit changed to R626.36
Date/Time Source Channel Old SUL New SUL Avail
2016-09-01 07:37 USSD R 626.36 R 250.00 R 0.00 0
2016-08-10 18:36 Service Provider R-1.00 R 626.36 R 0.00 0
The July invoice was billed extra for data charges due to the usage limit of R626.36 set up by the user of the device. The account has been billed R203.08 over the usage limit for R626.36, credit will be passed for the extra charges due to the system were supposed to only bill you R626.36 for data and not R 829. 44.
The credit will reflect in 2 days’ time.
The account usage limit is now on R0.00.
Kind Regards,
Alice van der Merwe
Kind Regards,
Alice van der Merwe
REQ:***
.
Best regards,