CAPPED OR UNCAPPED
<p>I have had two 2GB data contracts with MTN for 9 years - always CAPPED. Upgraded in 2015 telephonically, went a whole year without exceeding data limits (BECAUSE IT IS CAPPED), but in November 2016 it suddenly changes from CAPPED to UNCAPPED and now I am told it was not capped since my last upgrade??? What a wonderful way to make money, R3 700 to be exact!!! I have been paying my normal subscription fees without having any data since November 2016, yet MTN hands my account over to laywers??? This is crazy...</p>
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MTN South Africa's replyOfficial
16 Mar 2017, 11:06Thank you for your post.
We apologize for any inconvenience incurred.
Thank you for taking the time to answer my call, it’s highly appreciated.
Thank you for the notification that you have never requested for the usage limit to be set per line R1000.00. per line.
We have looked at the account usage history and do pick up that you have monitored the usage well not to exceed the 2GB data on a monthly base.
A goodwill credit for the data charges on line *** from October - November 2016 has been passed to the account =R1858.12
A goodwill credit for the data charges on line *** for October 2016 has been passed to the account =R1098.44.
The account is not as yet handed over to the legal attorney's, the account is with the Corporate legal department. Once the credits reflect the account will be moved from legal status and lines will be opened.
The usage limit is now set to R0.00 on cell number ***
The usage limit is now set to R0.00 on cell number ***.
Please monitor the usage limit by using *141*5# or *141*0# or *141*1*7852#.
Place the sim cards in a voice device to check or set this up on the sim cards.
Kind Regards,
Alice van der Merwe
Reference Number: ***9
Best regards,
MTN South Africa's reply16 Mar 2017, 11:06
Official
Thank you for your post.
We apologize for any inconvenience incurred.
Thank you for taking the time to answer my call, it’s highly appreciated.
Thank you for the notification that you have never requested for the usage limit to be set per line R1000.00. per line.
We have looked at the account usage history and do pick up that you have monitored the usage well not to exceed the 2GB data on a monthly base.
A goodwill credit for the data charges on line *** from October - November 2016 has been passed to the account =R1858.12
A goodwill credit for the data charges on line *** for October 2016 has been passed to the account =R1098.44.
The account is not as yet handed over to the legal attorney's, the account is with the Corporate legal department. Once the credits reflect the account will be moved from legal status and lines will be opened.
The usage limit is now set to R0.00 on cell number ***
The usage limit is now set to R0.00 on cell number ***.
Please monitor the usage limit by using *141*5# or *141*0# or *141*1*7852#.
Place the sim cards in a voice device to check or set this up on the sim cards.
Kind Regards,
Alice van der Merwe
Reference Number: ***9
Best regards,
's updateReviewer Update
16 Mar 2017, 11:52Alice!! I am still dumbfounded by your quick and favourable response! Thank you!
's update16 Mar 2017, 11:52
Reviewer Update
Alice!! I am still dumbfounded by your quick and favourable response! Thank you!
's updateReviewer Update
22 Mar 2017, 12:49Good day Alice, connectivity has not yet been restored - can you please give me an indication of when we can expect the lines to be opened? Regards
's update22 Mar 2017, 12:49
Reviewer Update
Good day Alice, connectivity has not yet been restored - can you please give me an indication of when we can expect the lines to be opened? Regards
's updateReviewer Update
06 Apr 2017, 13:00So, this is just to give the rest of SA feedback on exactly how terrible MTN's customer care truly is! The response from MTN on 16 March 2017 refers: from thisreply all sounded smooth and easy and almost as if it was done!
Well, today, almost a month ago and numerous calls to the call centre and then to the legal department (you are very lucky when these guys talk to you) - I STILL HAVE NO INTERNET CONNECTION!!! Another month where I have been paying my subscription fee without any internet connectivity!!! And up until today, I still DON'T UNDERSTAND where the problem is and who I must speak to - If you speak to customer care, everything is switched on, if you speak to network, everything is fine and then you speak to legal and they have removed the legal block, and it should be immediately! So when you test it whilst on the phone with them, and suddenly the answer changes to "within an hour up to 72 hours"?????
And they tell you that the credit that was passed a month ago (as per the above reply) still shows outstanding!!!! Everyone has a different story, worst than politics! SO, the reply from Alice van der Merwe....well you judge for yourself!!! #FRUSTRATED!!!!
's update06 Apr 2017, 13:00
Reviewer Update
So, this is just to give the rest of SA feedback on exactly how terrible MTN's customer care truly is! The response from MTN on 16 March 2017 refers: from thisreply all sounded smooth and easy and almost as if it was done!
Well, today, almost a month ago and numerous calls to the call centre and then to the legal department (you are very lucky when these guys talk to you) - I STILL HAVE NO INTERNET CONNECTION!!! Another month where I have been paying my subscription fee without any internet connectivity!!! And up until today, I still DON'T UNDERSTAND where the problem is and who I must speak to - If you speak to customer care, everything is switched on, if you speak to network, everything is fine and then you speak to legal and they have removed the legal block, and it should be immediately! So when you test it whilst on the phone with them, and suddenly the answer changes to "within an hour up to 72 hours"?????
And they tell you that the credit that was passed a month ago (as per the above reply) still shows outstanding!!!! Everyone has a different story, worst than politics! SO, the reply from Alice van der Merwe....well you judge for yourself!!! #FRUSTRATED!!!!