Changing customer usage limits without consent (but it’s fine because we sent you an sms) – ***
Normally my MTN debit order would go off for the amount of R 761,62. September month our salaries were paid in 2 days later than normal so my debit order for MTN returned. As per my request they deducted the amount for September in October along with the Octobers normal debit order. (Which is totally fine)
But came November, I saw MTN again deducted an amount of R 1261,55.
So on the 27th of November, I contacted them regarding this so that we could sort this out.
Eventually, on the 2nd of December I got a reply "Good day Miss Jenny Smith,
Thank you for emailing Customer Care.
Kindly note that in November we debited R 1,261.55, due to extra data usage. your normal subscription is R761.62 then including the extra data usage of R499,92 we arrived at 1,261.55.
Kind Regards, T******** M***** Customer Services MTN SA"
> I have never since signing my contract with MTN had an issue with "Data Usage" as I specifically said to keep my usage limit at R0 - and if I wanted to change it I would have to call and change it. ( I can't even change in with my MTN App)
So there have been emails going back and forth, and today I got this email; "Good day Sir/Madam,
Thank you for emailing Customer Care. please be advised that MTN did send you the sms regarding your usage
because the was no reply on the sms as requested the usage limit was automatically changed by the network
to R500.00 as the was a campaign regarding usage limit
We trust that you find the above in order.
Kind Regards, N****** M****** Customer Services MTN SA"
So here is my second reply:
NO. I DO NOT FIND THE ABOVE IN ORDER. HOW CAN YOU SEND SOMEONE AN SMS (WHO STILL USES SMS THESE DAYS?? - REALLY?) AND THEN WHEN THEY DON'T RESPOND, YOU JUST GO AHEAD AND CHANGE THERE USAGE LIMITS AS YOU PLEASE, WITHOUT ANY CONSENT FROM YOUR CLIENT?
THIS IS COMPLETE AND UTTER BULL****, YOU CAN'T JUST GO AND CHANGE STUFF LEFT AND RIGHT WITHOUT OUR CONSENT.
I HAVE NEVER HAD ANY ISSUES WITH MTN SINCE SEPT 2017 WHEN I SIGNED MY CONTRACT WITH MTN.
I EXPECT A REFUND AND THAT YOU CHANGE MY STUFF BACK TO THE WAY IT WAS, OR I WILL BE TAKING THIS FURTHER AND CANCEL MY CONTRACT WITH MTN.
REGARDS,
JENNY - YOUR NOT SO SATISFIED CUSTOMER.