TW
Tara W

1 reviews | Active since Aug 2017

31 Aug 2017, 14:20

Charging Client for MTN's mishap

Cancelled our contract on 30.07.2017 and was advised the last payment needs to be paid at the end of August. Get an overdue message on 28 August, go to the store to check why I am getting the message and they advise there's a R260 that needs to be paid including the R798 for the contract as MTN did not cancel both numbers correctly on the contract.

The one number was still send the contracts airtime on the 21 August and now charging me for their mishap. Since my upgrade in 2015 I have never received the 25 sms every month, which results in MTN owing me 600 sms which amounts to R720 in sms. I don't want the money or the SMSes as it is too late and they never ever fixed this issue after many calls, but I refuse to pay R260 that is due to them. So they need to reverse the R260 and I'll just pay our last payment of R798, but MTN has not even budged to assist me with reversing the R260 and they just ignoring my requests with regards to the SMSes they owe me

0
Replies (2)
MTN South Africa
MTN South Africa's reply06 Sept 2017, 15:18
Official

Dear Tara,

Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.

The matter has been referred to the Retentions supervisory team for urgent resolution. They will contact you directly with feedback and an action plan.

Herewith is your reference number ***

Thanks again for your cooperative suggestions on ways to improve our service.

Warm regards,

Willem Jnr Loots

MTN Complaints Management Team

Best regards,

TW
Tara W's update07 Sept 2017, 08:42
Reviewer Update
Thank you, I will be awaiting the response or I shall take it further as this has been ongoing now.