OG
Ockert G
1 reviews | Active since Mar 2016
15 Mar 2016, 14:19
Cancelled Contract Prematurely
MTN Contract was moved to a Pay as You Go account before the 30day notice period was over.<br> <br> I've requested contract termination and were informed I need to give 30 days notice. I'm sure the 30 days notice should apply both ways. Thereby I've lost R'000's of airtime that were not used but planned for use before the end of March 2016.<br> <br> I want the \lost\"/****** airtime back please as MTN did not comply to the agreement. "
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MTN South Africa's replyOfficial
17 Mar 2016, 09:41Hello ojgouws,
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We have investigated the back end systems to check if you had any airtime left before the prepaid migration has been done.
The system do not reflect that you had +- R1100 airtime left before the prepaid migration has been done. The documentation signed was for prepaid migration and not for cancellation. Cancellation request should be requested 30 days before the contract expires, prepaid migration a day after the contract expired and will take 2-24 hours to pull through the system as prepaid. The prepaid migration terms and conditions do state that any airtime or data left on the sim card will be lost after the 2-24 hours. For prepaid migration no 30 days are required.
No airtime refund due.
Kind Regards,
Alice van der Merwe
***
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We have investigated the back end systems to check if you had any airtime left before the prepaid migration has been done.
The system do not reflect that you had +- R1100 airtime left before the prepaid migration has been done. The documentation signed was for prepaid migration and not for cancellation. Cancellation request should be requested 30 days before the contract expires, prepaid migration a day after the contract expired and will take 2-24 hours to pull through the system as prepaid. The prepaid migration terms and conditions do state that any airtime or data left on the sim card will be lost after the 2-24 hours. For prepaid migration no 30 days are required.
No airtime refund due.
Kind Regards,
Alice van der Merwe
***
MTN South Africa's reply17 Mar 2016, 09:41
Official
Hello ojgouws,
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We have investigated the back end systems to check if you had any airtime left before the prepaid migration has been done.
The system do not reflect that you had +- R1100 airtime left before the prepaid migration has been done. The documentation signed was for prepaid migration and not for cancellation. Cancellation request should be requested 30 days before the contract expires, prepaid migration a day after the contract expired and will take 2-24 hours to pull through the system as prepaid. The prepaid migration terms and conditions do state that any airtime or data left on the sim card will be lost after the 2-24 hours. For prepaid migration no 30 days are required.
No airtime refund due.
Kind Regards,
Alice van der Merwe
***
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We have investigated the back end systems to check if you had any airtime left before the prepaid migration has been done.
The system do not reflect that you had +- R1100 airtime left before the prepaid migration has been done. The documentation signed was for prepaid migration and not for cancellation. Cancellation request should be requested 30 days before the contract expires, prepaid migration a day after the contract expired and will take 2-24 hours to pull through the system as prepaid. The prepaid migration terms and conditions do state that any airtime or data left on the sim card will be lost after the 2-24 hours. For prepaid migration no 30 days are required.
No airtime refund due.
Kind Regards,
Alice van der Merwe
***