BL
Bryce L
1 reviews | Active since Jun 2015
01 Jun 2015, 11:03
Complaint Ref ***
The complaint:<br> <br> On the 16/04/2015 I got a sms from their automated service that I had reached 90% of my credit limit. The first thing I did was to check my data balance as I had been burned by this before I still had a positive balance of 504Meg. I then checked my call records and I had not made anything to warrant a R2000 bill. The following day at 18:11 on the 17/04/2015 I received another message stating I have exceeded my credit limit of R1990 and all outgoing services have been suspended. On Tues the 20/04/2015 I went into the Mtn store (Umhlanga Ridge). The service consultant helping me informed me that without informing me at all (via advert, message or notification) that my account had be credited with a night express data bundle ( this data does not state it is such when checked account with *141#). You account therefore only states that you have a positive balance while charging you for a service you did not ask for want or even notified of.to date I have had no useful correspondence from MTN customer care. I did receive a USD REQ: *** the last time I went in 28/04/2015. there is a lot more to this complaint that I cannot fit in here which I have just been billed<br>
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MTN South Africa's replyOfficial
08 Jun 2015, 14:09Hello Nomadmoa,
We are truly sorry for any inconvenience caused and for the delayed response to your post.
We've perused your account and see that request REQ:*** was closed with comments stating that the usage was validated and deemed correct as you were provisioned with the 150MB recurring bundle.
We've taken into consideration that you did not see that the available data was your night express data that can only be used from 24:00pm until 05:59am. We would like to offer you a 30% (R412.97 + 14% VAT = R470.79) goodwill credit for the additional usage that was generated on your invoice dated the 20th of April 2014. This credit is non-refundable, will deplete your as the usage was valid.
Please send this correspondence to *** for the attention of Timothy Clouts. I will then process accordingly and confirm thereafter.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused and for the delayed response to your post.
We've perused your account and see that request REQ:*** was closed with comments stating that the usage was validated and deemed correct as you were provisioned with the 150MB recurring bundle.
We've taken into consideration that you did not see that the available data was your night express data that can only be used from 24:00pm until 05:59am. We would like to offer you a 30% (R412.97 + 14% VAT = R470.79) goodwill credit for the additional usage that was generated on your invoice dated the 20th of April 2014. This credit is non-refundable, will deplete your as the usage was valid.
Please send this correspondence to *** for the attention of Timothy Clouts. I will then process accordingly and confirm thereafter.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,
MTN South Africa's reply08 Jun 2015, 14:09
Official
Hello Nomadmoa,
We are truly sorry for any inconvenience caused and for the delayed response to your post.
We've perused your account and see that request REQ:*** was closed with comments stating that the usage was validated and deemed correct as you were provisioned with the 150MB recurring bundle.
We've taken into consideration that you did not see that the available data was your night express data that can only be used from 24:00pm until 05:59am. We would like to offer you a 30% (R412.97 + 14% VAT = R470.79) goodwill credit for the additional usage that was generated on your invoice dated the 20th of April 2014. This credit is non-refundable, will deplete your as the usage was valid.
Please send this correspondence to *** for the attention of Timothy Clouts. I will then process accordingly and confirm thereafter.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for any inconvenience caused and for the delayed response to your post.
We've perused your account and see that request REQ:*** was closed with comments stating that the usage was validated and deemed correct as you were provisioned with the 150MB recurring bundle.
We've taken into consideration that you did not see that the available data was your night express data that can only be used from 24:00pm until 05:59am. We would like to offer you a 30% (R412.97 + 14% VAT = R470.79) goodwill credit for the additional usage that was generated on your invoice dated the 20th of April 2014. This credit is non-refundable, will deplete your as the usage was valid.
Please send this correspondence to *** for the attention of Timothy Clouts. I will then process accordingly and confirm thereafter.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,