LR
Lauren R
1 reviews | Active since Sept 2018
03 Sept 2018, 13:45
Charged for data one day only!
I was charged R 1040,52 for data on the 12 August 2018. No other date during the month was I charged for data and on the 26th I received a message to inform me that I had only used 90% of my monthly data.
It seems that you also change your rules to suit yourselves. We set a limit at R 1200. As I never wanted to pay more than that in a month. As from this month we are now told that that excludes the Package fee and promo fee.
Your staff isn't trained to assist - it was only the 3rd caller that finally understood what I was trying to tell them.
I now need to wait up to 72 hours to get a response.
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Replies (4)0
Replies (4)
MTN South Africa's replyOfficial
04 Sept 2018, 11:48
Thank you for your post.
We are terribly sorry for the inconvenience caused. We completely understand the frustration it causes.
Kindly note that the matter was referred to the billing team when you called. They will investigate and revert to you with feedback and a way forward.
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Warm Regards
Zenetta P Viljoen
Complaints Management team
Best regards,
MTN South Africa's reply04 Sept 2018, 11:48
Official
Thank you for your post.
We are terribly sorry for the inconvenience caused. We completely understand the frustration it causes.
Kindly note that the matter was referred to the billing team when you called. They will investigate and revert to you with feedback and a way forward.
Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.
Warm Regards
Zenetta P Viljoen
Complaints Management team
Best regards,
LR
Lauren R's updateReviewer Update
06 Sept 2018, 15:48******* service - still no response from your BILLING TEAM !!!!!!!!!!!!!!!!!!!!!!!!!!
LR
Lauren R's update06 Sept 2018, 15:48
Reviewer Update
******* service - still no response from your BILLING TEAM !!!!!!!!!!!!!!!!!!!!!!!!!!
LR
Lauren R's updateReviewer Update
10 Sept 2018, 09:21It is now 1 week from the date I lodged my complaint - Ref no -1- ********** 1111 & Ref no - 1- ********** 3694 - Charged for DATA - R 1,040-52
MTN billing team ( Zenetta P Viljoen - Complaints management team ) responded to this on the 04/09/2018 assuring that MTN billing team was investigating this, and that I would have a reply within 48 - 72 hrs - HA HA HA - Since the respond from MTN there has been no more response !!!!
" What a joke "
I have tried phoning and have to wait for somebody to answer up to 15 minutes - PATHETIC SERVICE FROM MTN - Lets see if you respond to this Zenette !!!!!!!!!!!!
LR
Lauren R's update10 Sept 2018, 09:21
Reviewer Update
It is now 1 week from the date I lodged my complaint - Ref no -1- ********** 1111 & Ref no - 1- ********** 3694 - Charged for DATA - R 1,040-52
MTN billing team ( Zenetta P Viljoen - Complaints management team ) responded to this on the 04/09/2018 assuring that MTN billing team was investigating this, and that I would have a reply within 48 - 72 hrs - HA HA HA - Since the respond from MTN there has been no more response !!!!
" What a joke "
I have tried phoning and have to wait for somebody to answer up to 15 minutes - PATHETIC SERVICE FROM MTN - Lets see if you respond to this Zenette !!!!!!!!!!!!
MTN South Africa's replyOfficial
10 Sept 2018, 14:30Good day Lauren
Sorry for the delay in responding. I have sent you an email as well. Please be advised that this is a SME -small account, therefore we going to need a letterhead requesting for data validation full report to be sent for security reasons.
Once we receive it, we will send you a full report. Please accept my humble apologies for the inconvenience caused.
Warm Regards
Zenetta P Viljoen
Complaints Management team
Best regards,
MTN South Africa's reply10 Sept 2018, 14:30
Official
Good day Lauren
Sorry for the delay in responding. I have sent you an email as well. Please be advised that this is a SME -small account, therefore we going to need a letterhead requesting for data validation full report to be sent for security reasons.
Once we receive it, we will send you a full report. Please accept my humble apologies for the inconvenience caused.
Warm Regards
Zenetta P Viljoen
Complaints Management team
Best regards,