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Grizelda P

1 reviews | Active since May 2016

10 May 2016, 09:19

Changes allowed to contract without informing Contract Holder

<p>I have been battling with MTN for months. I upgraded my contract (two cell no's on one contract) for my kids in March 2015. Prior to this upgrade the previous contract was a top-up. I specifically asked for the same type contract which the provided as a My Choice... - equivilant to what I had. For months there were no issues. They were warned via sms that their limit was low, so they could top-up their account. Then suddenly around May/June 2015 I noticed an increase in the deductions on my bank account. After investigation, they told me that this was due to the data usage. Prior to this, there was a limit on the usage as per the contract (300 mb). Now suddenly this is an open acount.</p> <p> </p> <p>I specifically asked them to stop that and limit it AGAIN at 300 mb. Then from November my bill was "normal" again at R888,00 for both phones (1 contract). My kids received the normal sms informing them of low / no data and they could top-up as needed.</p> <p>Somewhere in April my son tried to top-up his data and received an sms saying he cannot top-up unless he increase his data usage. Which he did and loaded the top-up. And from thereon I receive the bill which is running over R2000.</p> <p> </p> <p>This is NOT ACCEPTABLE. This is a contract in my name, he is only using the number and phone.</p> <p>When I enquired about it, I was told that ANYBODY can update the data usage limit. (With the lame excuse of .. should someone be hijacked he/she can update the usage so that they can send a message!!!!!)</p> <p> </p> <p>Nowhere in my contract does it stipulate that ANYBODY has access to the numbers allocated to me, to update ANYTHING on my contract without my knowledge.</p> <p> </p> <p>I SPECIFICALLY STATED that the contract should stay as a TOP-UP when I had the issues before (which MTN states was not their problem when the limit changed without my knowledge as well).</p> <p>How is it possible that they can allow anybody to make changes which is not supposed to be updated?</p> <p>Now I am liable for the money. Why on earth do you have a contract for a specific amount if anyone can just chop and change it as they wish?</p> <p>The phone number is : ***</p> <p>I logged 3 queries last year.</p> <p>They never gave me the first number and when I came back to find out what the update on the progress, they told me they cannot find anything on my name.</p> <p>Then again, I complained and these were the two refs I received.</p> <p>REQ: *** & ***</p> <p>Never did anybody came back to me about this issue.</p> <p>I hope that someone will be so kind to at least liaise with me in connection with this issue.</p> <p>You can contact me on ***</p>

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Replies (5)
GP
Grizelda P's update12 May 2016, 08:13
Reviewer Update
Good day, Up to now, I did not receive any feedback about my complaint. I noticed that agnesj (Incorrect contract give, and wrong billing for data ) have the same issue as me and you have already answered her complaint. As a matter of fact, she called me and we experienced exactly the same issue. My contract was taken out in March 2015 - 2 cellphones with 2 numbers. The contract fee per month was R888.00. Suddenly from July my bill was R1644.08; Aug - R3089.47; Sept - R3967.12; Oct - R2475.98. After I once again logged a complaint and asked them to set it back to the limit as per the contract it was normal again from Nov 2015 until March 2016. Thereafter the situation changed again as per my complaint described above. I also submitted this complaint to the Ombudsman. I want you to contact me to explain how this is possible to make changes to my contract - without my consent. I am so fed up with MTN and would like to cancel my contract as you have breeched the contract from your side more than once and I have to pay the bills!!! NOT ACCEPTABLE. Can anybody contact me asap to resolve this issue.
GP
Grizelda P's update16 May 2016, 06:46
Reviewer Update
Good morning, Notice that there is still no reply on my first complaint and the follow up on that. Going through all the complaints, I noticed quite a lot of people with similar issues... 14 May - Stef*****wyn-Theunissen 14 May - nocpho - data added without his/her consent 14 May - guguprecious - unavailable data 13 May - Lauren-gardner - ********** upgrade of contract. It seems like MTN just keep on with this type of business. And when they are confronted, they just ignore you. I will keep on posting mails / complaints until I receive feedback from you. Surely you must notice that I am not the only one with this kind of issue.
MTN South Africa
MTN South Africa's reply16 May 2016, 14:54
Official
Good Day grizeldap Thank you for taking time to raise your concerns with MTN. Please accept our apologies for a lapse in service and for any inconvenience caused. Kindly be advised that the matter has been escalated to the relevant supervisory team for urgent resolution. They will contact you directly with feedback and an action plan. We understand that the entire experience must be very frustrating and hope that we can restore your faith in us. Kind Regards, Zukiswa REQ:***

Best regards,

GP
Grizelda P's update23 May 2016, 12:03
Reviewer Update
Good day This is now 6 days since I received your reply that you will get back to me. I have not received any mail or call from anyone in your offices to address this issue. I really would like someone to contact me ASAP as I want to cancel my whole contract with your. I am really very disappointed in the service and changes made to my contract for which I am now liable to pay. I went through my contract and the way I see it, this is a breach of contract from your side and I would like to cancel my contract with MTN without any costs involved. Please be so kind to contact me as soon as possible to resolve this problem.
GP
Grizelda P's update10 Jun 2016, 10:11
Reviewer Update

Since May 16, 2016 I have not received any feedback from anybody at MTN. I phoned the customer care number on the website for Contract phones - 083 1 808 - when I follow the instructions and supp**** my cell no's for which the query is, I was told the numbers doesn't exist. Eventually I found a number 011 808 900 which I phoned and eventually got through to someone who can assist me. I explained I need to know what the status is on my query given on 16 May 2016. I supp**** her with the number as stated by Zukiswa REQ: *** and the lady told me that there is no such number. She ask me to explain what the issue is so that she can assist me. While I was busy explaining she either put the phone on hold as there were music in my ears. Next moment a voice says that it is not a valid number.

This is not acceptable!!!

Is anybody from MTN ever going to contact me about this issue? They are very quick to deduct the money - for a fault on their side - and I just have to be happy with it. Well I'm not.

I want this issue resolved and the money that I had to pay for breach of contract on their side, paid back to me and I want my contract to be cancelled.