Content services - surcharges

Content service charges. 3rd Parties

Following various interactions with MTN to resolve my query, I am now going this route, which goes against my grain, but from other similar reviews, it appears this is the only way that MTN resolves Content service queries effectively

Very long story, all contained in my various email correspondence to MTN

1. Customer of MTN since 2012 with a Uncapped data bundle 2. Not 1 missed payment 3. Never looked at my bill as it is a wifi router in my home and uncapped 4. Bank deduction of R1,2k in beginning July !!!!! compared to normal R300 5. Contacted customer service 6. Contacted 3rd party to ensure services are blocked 6.1 Used phones in store to ensure content services are blocked via*136*5#

7. In first week of July, agent in store (a supervisor) advised me that content charges of a sim-card in a wi-fi router is against MTN policy!

8. Investigated my internet history 8.1 Saw the possible history on my browsing of 21/04 8.2 Opened browser again 8.3 URL of ebb.mtn.co.za 8.4 I did not dial *136*5*267# as per above MTN URL 8.5 I reckon that 8.3 and 8.4 involves MTN in trying to protect their customers which was failed miserably in this instance

9. My view is as follows 9.1 My contract is with MTN 9.2 My sim card has since 2012 been in a router and never in a phone as it provides wifi at home 9.3 Sim card is the very old ones, so can't even put it into a phone at home 9.4 As it is not in a Cell phone, I don't have access to the apparent SMS correspondence from the 3rd party for confirmation and daily SMS's 9.5 Refer 9.1 in conjunction with 8.3 and point 7 my rationale in 9.6 9.6 I believe that this is actually a matter to be dealt with by MTN, and that me as customer should not be sent back and forth to various departments and now even a complaint board for Content services as I am a customer of MTN. The "Double Opt-In" referred to by the 3rd Party, took me to a URL, ebb.mtn.co.za, which actions for opting in I did not comply with. As such, MTN is liable to resolve this matter and refund me.

Even though I told MTN that I will take this matter further, their customer service department failed to contact me back after my initial email.

I want my money reimbursed by MTN (I am not interested to the rationale that I must spend my time and money to deal with a 3rd party vendor who's invoicing you accepted and did not first clarify with your client) - I personally was billed by MTN, and expect my money back from MTN for all content charges from 21 April until 2 July 2018.

I will take this even further and will cancel my contract with MTN. I don't believe your manner in dealing with these serious matters is conducive to your customers.

Thank you to Ayanda and team and MTN Cradlestone. As I said in one of my emails, you guys are superstars, but unfortunately, the Corporate structures/methodologies of not caring for customers, is preventing your team to provide the customer service that is seems you guys want to give. You have gone out of your way to try and assist all along the way, but I do understand your hands are tied by head office.

Corporate call center = USELESS. People employed who are *********** and don't appear at any stage like they want to help customers. In fact, I think the MTN call center incentivize their teams based on unresolved matters and MTN not willing to deal with clients. Further, ensuring that clients are on the line as long as possible without being helped or given correct advise.

Thanks