Content Charges on Data Sim

Ref-257 509 233(latest)

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

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 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 do 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 and 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