CB
Chris B
1 reviews | Active since Jan 2012
06 Apr 2018, 10:28
Content charges to my account without permission
I have been bombarded with content services on my data line from MTN for services that I have not subscribed to nor approved. The bill on that account has now rolled up to more than R500. I have been trying to cancel these services using MTN's USSD codes: *141*5#, *136# and *156#. Some of these services are from MTN play and while I am trying to cancel them via the USSD codes I just receive messages from them stating that I have successfully purchased the very same service that has been cancelled a minute ago and that more charges has been added to my account. I have called the MTN call center 3 times already. The first time they just told me that systems are offline and that I must call back 2 hours later. I have also sent them an email to which I have not yet even receive a response on. The next call I was informed that I must still pay for the services that I have not authorized and that I must contact / google WASPA and contact them. When I asked for more details I was put on hold and the call was dropped. The third call did not go even better and I was told that MTN can do nothing and if I am on the internet and I get a pop-up ad then I am automatically billed for that service in the add and that they are not responsible for that since I am the user and I still have to pay for that service that was neither accepted or approved by me as the account holder. MTN as the service provider should do more to protect their customers from unwanted services like this and I also feel that although they informed me that all services has now been cancelled the must do more. With regards to the unwanted charges on my account, I am not going to pay a cent of it and want a full refund of all these charges. I should not be penalized for services that I have not subscribed for not approved. MTN then also have the nerve to send me a sms stating "Yello, this is a reminder that you have exceeded your credit limit of R2507.00 Your services have now been suspended for outgoing calls. Kind regards, MTNSA". Really. I am now being penalized for something that I did not approve nor authorized. WAKE UP MTN. I have never had issues with you and now this happens. I expected better from you....... I am really disappointed in MTN at this stage.
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Chris B's updateReviewer Update
10 Apr 2018, 09:28Hi Alice
I have a few problems with your response.
1. If you state that the the content charges do not form part of my credit limit then why did I receive an sms stating that I have exceeded my credit limit and MTN even went so far as to suspend the service on all of my lines with MTN. I was forced to call and request that my credit limit be increased just to be able to reactivate my lines.
2. If you state that the content are from downloading information or commercial ads then why is it that I receive messages from MTN Play that I have successfully subscribed to one of their services literally minutes after I have cancelled that same service. I just get an sms on my device stating that we have successfully subscribed and that my account was debited with an amount. No request for approval or anything like that. Just a message stating that I have subscribed and are being charged, and when you cancel that subscription you wil get another that you are subscribed again. This is from MTN Play - I think I am going to report you to WASPA as well because the service was not approved by my.
3. Why is it that some of the content services do require me to approve it before starting to deduct funds whilst MTN allow other , and more expensive services, to just deduct funds from my account without requesting approval first. So even if you cancel that service you have already paid for it. Does MTN get a kickback from these services. I regard that as ********** since I did not authorise it.
I think MTN must change their systems to give us as the users the option to permanently stop all content charges, even those from commercial ads and Internet information. If these companies want to deduct funds from our contracts then MTN should contact their customers and request specific authorization / approval BEFORE allowing these charges .
I am still not satisfied with your response and I still say I did not authorize any of the content charges. MTN allowed the charges against my account and should therefor recover the fees from these companies who just deducted it without my specific authorization.
I am going to report MTN Play to WASPA and are seriously considering reporting the matter to the consumer council and to the regulatory boards that are controlling communications.
CB
Chris B's update10 Apr 2018, 09:28
Reviewer Update
Hi Alice
I have a few problems with your response.
1. If you state that the the content charges do not form part of my credit limit then why did I receive an sms stating that I have exceeded my credit limit and MTN even went so far as to suspend the service on all of my lines with MTN. I was forced to call and request that my credit limit be increased just to be able to reactivate my lines.
2. If you state that the content are from downloading information or commercial ads then why is it that I receive messages from MTN Play that I have successfully subscribed to one of their services literally minutes after I have cancelled that same service. I just get an sms on my device stating that we have successfully subscribed and that my account was debited with an amount. No request for approval or anything like that. Just a message stating that I have subscribed and are being charged, and when you cancel that subscription you wil get another that you are subscribed again. This is from MTN Play - I think I am going to report you to WASPA as well because the service was not approved by my.
3. Why is it that some of the content services do require me to approve it before starting to deduct funds whilst MTN allow other , and more expensive services, to just deduct funds from my account without requesting approval first. So even if you cancel that service you have already paid for it. Does MTN get a kickback from these services. I regard that as ********** since I did not authorise it.
I think MTN must change their systems to give us as the users the option to permanently stop all content charges, even those from commercial ads and Internet information. If these companies want to deduct funds from our contracts then MTN should contact their customers and request specific authorization / approval BEFORE allowing these charges .
I am still not satisfied with your response and I still say I did not authorize any of the content charges. MTN allowed the charges against my account and should therefor recover the fees from these companies who just deducted it without my specific authorization.
I am going to report MTN Play to WASPA and are seriously considering reporting the matter to the consumer council and to the regulatory boards that are controlling communications.
CB
Chris B's updateReviewer Update
10 Apr 2018, 09:28Hi Alice
I have a few problems with your response.
1. If you state that the the content charges do not form part of my credit limit then why did I receive an sms stating that I have exceeded my credit limit and MTN even went so far as to suspend the service on all of my lines with MTN. I was forced to call and request that my credit limit be increased just to be able to reactivate my lines.
2. If you state that the content are from downloading information or commercial ads then why is it that I receive messages from MTN Play that I have successfully subscribed to one of their services literally minutes after I have cancelled that same service. I just get an sms on my device stating that we have successfully subscribed and that my account was debited with an amount. No request for approval or anything like that. Just a message stating that I have subscribed and are being charged, and when you cancel that subscription you wil get another that you are subscribed again. This is from MTN Play - I think I am going to report you to WASPA as well because the service was not approved by my.
3. Why is it that some of the content services do require me to approve it before starting to deduct funds whilst MTN allow other , and more expensive services, to just deduct funds from my account without requesting approval first. So even if you cancel that service you have already paid for it. Does MTN get a kickback from these services. I regard that as ********** since I did not authorise it.
I think MTN must change their systems to give us as the users the option to permanently stop all content charges, even those from commercial ads and Internet information. If these companies want to deduct funds from our contracts then MTN should contact their customers and request specific authorization / approval BEFORE allowing these charges .
I am still not satisfied with your response and I still say I did not authorize any of the content charges. MTN allowed the charges against my account and should therefor recover the fees from these companies who just deducted it without my specific authorization.
I am going to report MTN Play to WASPA and are seriously considering reporting the matter to the consumer council and to the regulatory boards that are controlling communications.
CB
Chris B's update10 Apr 2018, 09:28
Reviewer Update
Hi Alice
I have a few problems with your response.
1. If you state that the the content charges do not form part of my credit limit then why did I receive an sms stating that I have exceeded my credit limit and MTN even went so far as to suspend the service on all of my lines with MTN. I was forced to call and request that my credit limit be increased just to be able to reactivate my lines.
2. If you state that the content are from downloading information or commercial ads then why is it that I receive messages from MTN Play that I have successfully subscribed to one of their services literally minutes after I have cancelled that same service. I just get an sms on my device stating that we have successfully subscribed and that my account was debited with an amount. No request for approval or anything like that. Just a message stating that I have subscribed and are being charged, and when you cancel that subscription you wil get another that you are subscribed again. This is from MTN Play - I think I am going to report you to WASPA as well because the service was not approved by my.
3. Why is it that some of the content services do require me to approve it before starting to deduct funds whilst MTN allow other , and more expensive services, to just deduct funds from my account without requesting approval first. So even if you cancel that service you have already paid for it. Does MTN get a kickback from these services. I regard that as ********** since I did not authorise it.
I think MTN must change their systems to give us as the users the option to permanently stop all content charges, even those from commercial ads and Internet information. If these companies want to deduct funds from our contracts then MTN should contact their customers and request specific authorization / approval BEFORE allowing these charges .
I am still not satisfied with your response and I still say I did not authorize any of the content charges. MTN allowed the charges against my account and should therefor recover the fees from these companies who just deducted it without my specific authorization.
I am going to report MTN Play to WASPA and are seriously considering reporting the matter to the consumer council and to the regulatory boards that are controlling communications.