EW
Emile W
1 reviews | Active since Oct 2015
19 Oct 2015, 17:36
Contract ***** up
After doing an upgrade on my contract at end of July 2015 on which I agreed on an amount of R404 including my insurance I received sms's every month for the amount of which I agreed on and made cash payments monthly up until I received an sms saying my next payment is R605 in September and shortly after my line was cut... I called in and I was told I have to make that payment as I was in arrears for debit orders that never went off on my old bank account which I haven't used in over a year and everytime they don't receive their money I get billed and I explained to the call centre I always pay cash but was still told to pay that amount as they couldn't do anything... I just paid as it was my work number as I'm self employed and needed my fone on... only to find out and had to pay another R490 above the R605... which I was forced to do as I was loosing business. Then above all that it slipped out from one of the consultants that I have been billed for BIS for blackberry previously aswell!! The lastime I had a blackberry was in 2013 and have been paying for its service even though they upgraded me to a Samsung in 2013 already. So my question MTN is what are you going to do about this
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MTN South Africa's replyOfficial
21 Oct 2015, 16:14Hello williamsemile,
We are truly sorry for the inconvenience caused and for the breakdown in service experienced.
We've perused the account and we see that for the invoice dated the 20th of July 2015 included an ugrade fee, hence you were not charged R404.00 but instead R594.00. The upgrade fee is a mandatory fee that all customers charged when renewing their contracts.
We do also see that the BIS was never removed from the account when you upgraded in November 2013. The previous request that was logged was closed incorrectly and we've now relogged the request with the correct information provided. The reference number for the new billing request is REQ:***.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the inconvenience caused and for the breakdown in service experienced.
We've perused the account and we see that for the invoice dated the 20th of July 2015 included an ugrade fee, hence you were not charged R404.00 but instead R594.00. The upgrade fee is a mandatory fee that all customers charged when renewing their contracts.
We do also see that the BIS was never removed from the account when you upgraded in November 2013. The previous request that was logged was closed incorrectly and we've now relogged the request with the correct information provided. The reference number for the new billing request is REQ:***.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,
MTN South Africa's reply21 Oct 2015, 16:14
Official
Hello williamsemile,
We are truly sorry for the inconvenience caused and for the breakdown in service experienced.
We've perused the account and we see that for the invoice dated the 20th of July 2015 included an ugrade fee, hence you were not charged R404.00 but instead R594.00. The upgrade fee is a mandatory fee that all customers charged when renewing their contracts.
We do also see that the BIS was never removed from the account when you upgraded in November 2013. The previous request that was logged was closed incorrectly and we've now relogged the request with the correct information provided. The reference number for the new billing request is REQ:***.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the inconvenience caused and for the breakdown in service experienced.
We've perused the account and we see that for the invoice dated the 20th of July 2015 included an ugrade fee, hence you were not charged R404.00 but instead R594.00. The upgrade fee is a mandatory fee that all customers charged when renewing their contracts.
We do also see that the BIS was never removed from the account when you upgraded in November 2013. The previous request that was logged was closed incorrectly and we've now relogged the request with the correct information provided. The reference number for the new billing request is REQ:***.
Regards
Tim
MTN Complaints Management Team: REQ:***
Best regards,