MS
Matt S
1 reviews | Active since Apr 2012
26 Apr 2018, 15:54
Content Services on MTN Contract
For the last three months, I have been charged content services charges ranging from R133 to R167. I did NOT sign up to anything, and the companies charging the content services (using MTN to bill me!) are unable to provide any proof thereof.
I have tried to get this sorted out through MTN - who are billing me and therefore I would have thought would take this seriously, but alas, no. The first MTN agent I spoke to said it has nothing to do with MTN, and there is nothing he can do - a very unhelpful individual.
I did chat to a second agent who was MUCH more helpful, and did tell me how to remove the content charges, so I am hoping next month I will not be billed.
My complaint here, is that MTN, as the custodians of my contract account, should not be allowing any Tom **** and Harry to add line items to my monthly bill. MTN is completely unrepentant and refuses to sort this out - the onus is now on me to track down these companies and get these services removed.
I tried to complain officially to MTN, but on the phone was told I need to email them. Emailing their complaints mailbox doesn't work as (not surprisingly I suppose) their complaints mailbox is full.
Error message received:
Delivery has failed to these recipients or groups: ********** The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly. The following organization rejected your message: ZA-NLD-EX-14.mtn.com.
I trust these guys with my data and my contract - but this seems to be misplaced. I would at LEAST expect notification from you when someone will be billing me via my account, so I have an opportunity to cancel it before they collect money.
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Replies (2)
MTN South Africa's replyOfficial
30 Apr 2018, 09:20Thank you for your post and taking time to raise your concerns with MTN.
We sincerely apologise for the inconvenience caused.
May you use the network code to check content services from time : *136*5# dial and follow prompts.
Our subscriber terms and conditions do not make specific reference to content charges. MTN enters into contractual relationship with WASP’s (Wireless Application Service Providers), and acts as an “enabler” to the WASP’s by making the network platform available and providing a payment gateway. In addition MTN requires that such WASP’s be members of WASPA in an effort to bring about a self-regulatory measure. MTN does not have relationships with the content providers, they however have direct relationships with the WASP who aggregates such content on their behalf.
For any dispute regarding Wasp content subscription/ deductions, please lodge a complaint directly with Waspa either via www.waspa.org.za or on ***.
Warm regards,
Eunice
Complaint analyst.
Best regards,
MTN South Africa's reply30 Apr 2018, 09:20
Official
Thank you for your post and taking time to raise your concerns with MTN.
We sincerely apologise for the inconvenience caused.
May you use the network code to check content services from time : *136*5# dial and follow prompts.
Our subscriber terms and conditions do not make specific reference to content charges. MTN enters into contractual relationship with WASP’s (Wireless Application Service Providers), and acts as an “enabler” to the WASP’s by making the network platform available and providing a payment gateway. In addition MTN requires that such WASP’s be members of WASPA in an effort to bring about a self-regulatory measure. MTN does not have relationships with the content providers, they however have direct relationships with the WASP who aggregates such content on their behalf.
For any dispute regarding Wasp content subscription/ deductions, please lodge a complaint directly with Waspa either via www.waspa.org.za or on ***.
Warm regards,
Eunice
Complaint analyst.
Best regards,
MS
Matt S's updateReviewer Update
30 Apr 2018, 09:38Yep, I understand that - but as the company invoicing me on a contract, surely there should be some due diligence on your side when I start getting billed from MTN? There was no notification on these charges, so I was unaware what they were...and the first agent I spoke to was unhelpful in assisting me to determine the source.
Is there any way I can opt out of these "services" altogether? I signed an agreement with MTN, not anyone who feels like billing me via my MTN account, despite me not agreeing to those terms.
I have submitted a complaint to WASPA and to ICASA in this regard.
MS
Matt S's update30 Apr 2018, 09:38
Reviewer Update
Yep, I understand that - but as the company invoicing me on a contract, surely there should be some due diligence on your side when I start getting billed from MTN? There was no notification on these charges, so I was unaware what they were...and the first agent I spoke to was unhelpful in assisting me to determine the source.
Is there any way I can opt out of these "services" altogether? I signed an agreement with MTN, not anyone who feels like billing me via my MTN account, despite me not agreeing to those terms.
I have submitted a complaint to WASPA and to ICASA in this regard.