MM
Matlhogonolo M
1 reviews | Active since Sept 2017
16 Sept 2017, 12:35
Content Charges on Data Sim
Ref-257 509 233(latest) Ref- ********** 4 Good day
I am very disappointed with the level of service from mtn. I have been their loyal customer for over 5 years and yet it takes forever to resolve a simple query.
My story: I entered into an uncapped lite contract with mtn over 2 years ago and I am still using that for my data needs. the contract is for a fixed fee. The sim card sits in a router and the data is consumed via WiFi.
In August mtn suspended their services and when I queried this I was told my credit limit had been exceeded. This was a surprise to me as the contract is for a fixed fee for uncapped data n the sim card sits in router. When I explained this to the consultant, the lady didnt seem to understand the difference between uncapped and capped. After 40 minutes of not going anywhere and talking to a superviser I was told the query would be escalated and given a reference number (1- ********** 9894). I was told it would be resolved in 48 hours and SMS would be sent. True enough the services were restored but no SMS to query resolved. Come end of August and my for July is sitting at close to R700 extra. So I call mtn again to find out what is going on. The consultant explains that I have content charges. I explain that there is no way and my sim sits in a WiFi router. The lady then says that my account for August sitting at around R3000 as well. R3000! I was flabbergasted! I thought this would have been as an error, if you look at my account history, I have been paying around R300 and all of a sudden a R1000 for July and R3000 for August? Clearly something is amiss here?
In any case the consultant advised me to cancel the content and gave me the number to that. I did not agree with this as I did not subscribe to any of these things but I did it anayway. I did take screenshots of the services that I supposedly subscribed to before cancelling them as evidence. The content that I was supposedly subscribed to, does not make sense for someone with a data sim. The consultant then said my initial query went to the wrong department and she will direct it the right department (WASP). The lady then told me it will be resolved within 48 hours and to call on Tuesday to follow up. 48 hours later no sms to say the query is resolved. Followed up today and no progress whats so ever. I was told to follow up with the third parties myself as the query is unresolved from their side. I did not understand this as my contract is with mtn n not the 3rd party service providers. It has been over 3 weeks now and mtn has not been able to resolve this.
My understanding is that mtn is supposed to confirm with me for such services as per WASP regulations which I have not been provided with. Again I don't see how this is possible as my data sim card is in a router. Again what checks is mtn making before paying a third party from a customers account. Nothing about this is within reasonable expectation.
If this is not resolved in the next few days and I am refunded, I will be taking steps to prevent mtn from taking my hard earned money and getting my refund using other means.
Kind regards AM Mpanda
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Replies (3)
MTN South Africa's replyOfficial
17 Sept 2017, 12:00Thank you for your post.
We apologize for the delayed response.
We have tried to contact you today, on voice mail.
Please re log the complaint with the complaint again and in the review space assist with the account number, Hello peter convert all digits to ****
Note the account will not be billed for any Internet usage, however content service is not part of the subscription fee. MTN cannot be held responsible if the sim card was used for content charges.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply17 Sept 2017, 12:00
Official
Thank you for your post.
We apologize for the delayed response.
We have tried to contact you today, on voice mail.
Please re log the complaint with the complaint again and in the review space assist with the account number, Hello peter convert all digits to ****
Note the account will not be billed for any Internet usage, however content service is not part of the subscription fee. MTN cannot be held responsible if the sim card was used for content charges.
Kind Regards,
Alice van der Merwe
Best regards,
MM
Matlhogonolo M's updateReviewer Update
18 Sept 2017, 08:24Hi Alice
Thanks for the quick response. My apologies for not answering my phone . I have reposted as per your request. My account number is A***.
My issue here is how is it that a sim card that sits in a wifi router can be subscribed to such services? the WASP double opt in requirement would have not been fulfilled as the sim card sits in a router. And surely mtn can check this as the sms's should have come from the sim card to opt in to the services? mtn should have all the information on this.
I understand your view on how mtn is not responsible for third party charges. My concern here is the credit facility is provided by mtn, the credit limit is provided by mtn, third party collection is done by mtn through their own credit facility. Surely there is a responsibility on mtn's side to make sure that the said amounts being paid to third parties are valid. especially in instances where it is clear that a sim card has never engaged in utilising third party services. Not to mention the fee mtn would recieve for providing this service to third parties. for me it is a reasonable expectation to check. Again, if you look at my account it is quite clear that something is amiss.
I hope you can help .
kind regards
AM Mpanda
MM
Matlhogonolo M's update18 Sept 2017, 08:24
Reviewer Update
Hi Alice
Thanks for the quick response. My apologies for not answering my phone . I have reposted as per your request. My account number is A***.
My issue here is how is it that a sim card that sits in a wifi router can be subscribed to such services? the WASP double opt in requirement would have not been fulfilled as the sim card sits in a router. And surely mtn can check this as the sms's should have come from the sim card to opt in to the services? mtn should have all the information on this.
I understand your view on how mtn is not responsible for third party charges. My concern here is the credit facility is provided by mtn, the credit limit is provided by mtn, third party collection is done by mtn through their own credit facility. Surely there is a responsibility on mtn's side to make sure that the said amounts being paid to third parties are valid. especially in instances where it is clear that a sim card has never engaged in utilising third party services. Not to mention the fee mtn would recieve for providing this service to third parties. for me it is a reasonable expectation to check. Again, if you look at my account it is quite clear that something is amiss.
I hope you can help .
kind regards
AM Mpanda
MM
Matlhogonolo M's updateReviewer Update
11 Oct 2017, 08:13Hi Alice Thanks for the quick response. My apologies for not answering my phone . I have reposted as per your request. My account number is A ********** . My issue here is how is it that a sim card that sits in a wifi router can be subscribed to such services? the WASP double opt in requirement would have not been fulfilled as the sim card sits in a router. And surely mtn can check this as the sms's should have come from the sim card to opt in to the services? mtn should have all the information on this. I understand your view on how mtn is not responsible for third party charges. My concern here is the credit facility is provided by mtn, the credit limit is provided by mtn, third party collection is done by mtn through their own credit facility. Surely there is a responsibility on mtn's side to make sure that the said amounts being paid to third parties are valid. especially in instances where it is clear that a sim card has never engaged in utilising third party services. Not to mention the fee mtn would recieve for providing this service to third parties. for me it is a reasonable expectation to check. Again, if you look at my account it is quite clear that something is amiss. I hope you can help . kind regards AM Mpanda
MM
Matlhogonolo M's update11 Oct 2017, 08:13
Reviewer Update
Hi Alice Thanks for the quick response. My apologies for not answering my phone . I have reposted as per your request. My account number is A ********** . My issue here is how is it that a sim card that sits in a wifi router can be subscribed to such services? the WASP double opt in requirement would have not been fulfilled as the sim card sits in a router. And surely mtn can check this as the sms's should have come from the sim card to opt in to the services? mtn should have all the information on this. I understand your view on how mtn is not responsible for third party charges. My concern here is the credit facility is provided by mtn, the credit limit is provided by mtn, third party collection is done by mtn through their own credit facility. Surely there is a responsibility on mtn's side to make sure that the said amounts being paid to third parties are valid. especially in instances where it is clear that a sim card has never engaged in utilising third party services. Not to mention the fee mtn would recieve for providing this service to third parties. for me it is a reasonable expectation to check. Again, if you look at my account it is quite clear that something is amiss. I hope you can help . kind regards AM Mpanda