Contradicting information!
<p>I did a contract upgrade and paid R600 and odd Rand for the start of my contract. I was then advised that it will R495.32 a month if I'm correct, I know it should be R400 and odd a month. I then had a direct debit set-up for the contract. I then noticed that they had not debited the second month, I then called and they told me that the direct debit had been cancelled. They couldn't tell me by whom. So I reset it up, I then asked the manager who I requested to speak if it will be taking on the 2nd Jan....he advised yes, he advised that they will be debiting R351.37 because I'm in a credit of R143.95 which will make up my monthly dd amount (date of call- 01.01.17 & ref: ********** 05).</p> <p>On the 04.01.17 I called to find out if the debit had gone off- I spoke to an advisor cindy who got her manager Dumelo to speak to me who confirmed that the dd of R351. 37 was taken. (Ref for call: ********** 04). </p> <p>I then called again sometime a week or so later to find out if account is in order and what balance would be taken off the end of the month they advised R1000.00 and off. I said what, how is that possible, they advised R300 and off wasnt received. I stated that cant be as i was advised by manager that it was. I stated to have dd cancelled and i will make cash payment, i asked manager if they will still debit from my acc 14days after intial dd for the 2nd as it was a publuc holiday, he stated no they wont because their "system" will get a notification that the cash payment was made as I made it clear that I will not pay any returned fees on the acc and he advised me not to worry. I then withdrew money from my acc of R352.00 and paid to MTN. Called them 5working days thereafter. They stated that they can't allocate cash payment. But I need to send Proof of payment and they will send to finance department. I sent to ********** <p>I then received no response.</p> <p>I spoke to manager Clive "something" whom advised that I must only pay R200 and odd at the end of Jan as once the payment is located of R300 and added to the acc then it will be squared. Which made sense. I then advised him that I understand. But what happens now because it is already the 02.02.17 and they going to cut my line if I don't make payment because we need to wait till that money is located to acc before I know how much I must pay.....he said, just pay R500 and odd to be safe, I said no ways....then I'm in a crdit again and then I find myself in this very same situation of over payments. He advised he hopes payment is allocated soon. He advised me about the returned charge on acc that needs to be paid. Refused to pay it as per advised by previous manager mentioned above. I then had to pay R500 and odd the end of February because they cut my line and said R500 odd is outstanding. I was very upset. I got different information from every advisor to manager I spoke to. I have lost all faith in MTN since my contract started. As a customer I no longer know what I should be paying a month as per my contract because it is not the same as to what MTN advises me on a monthly bases when I call them, yet I have a fixed Top-Up contract. </p>
Helpful (0)
Replies (2)0
Replies (2)
MTN South Africa's replyOfficial
21 Feb 2017, 12:38Thank you for your post.
We apologize for any inconvenience incurred.
Kindly note the subscription fee monthly is for R495.32. The account is on cash method due to the account handed over to the pre-legal department the account was not paid on time and in arrears. Once the account is handed over to the pre-legal department the debit order will be cancelled and the account placed on cash.
The debit order was requested for R351.37 due to the account in credit with R143.95 on the 30-11-2016. This debit order for R351.37 and returned as well unpaid.
Payment for R352.00 was received however the wrong reference number was used on the cash payment. The payment has been recovered and allocated to the account.
The account balance on the 6-1-2017 was for R506.09 the debit order for R351.37 returned unpaid and this was added back to the account, the account balance on the 1-2-2017 was R1001.41 Payment for R506.09 received and the account balance on the 6-2-2017=R495.32, the current balance R495.32 this is for the February invoice not as yet paid.
The usage limit is set up for R0.00 to change the package to Top Up once the allocated minutes and data has been used up.
You may use the following code to check if your usage limit is on R0.00 on the device *141*1*7852#
The account method is on cash and not on debit order, if you wish to re-instate the debit order you need to call the 808 call center for assistance.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
MTN South Africa's reply21 Feb 2017, 12:38
Official
Thank you for your post.
We apologize for any inconvenience incurred.
Kindly note the subscription fee monthly is for R495.32. The account is on cash method due to the account handed over to the pre-legal department the account was not paid on time and in arrears. Once the account is handed over to the pre-legal department the debit order will be cancelled and the account placed on cash.
The debit order was requested for R351.37 due to the account in credit with R143.95 on the 30-11-2016. This debit order for R351.37 and returned as well unpaid.
Payment for R352.00 was received however the wrong reference number was used on the cash payment. The payment has been recovered and allocated to the account.
The account balance on the 6-1-2017 was for R506.09 the debit order for R351.37 returned unpaid and this was added back to the account, the account balance on the 1-2-2017 was R1001.41 Payment for R506.09 received and the account balance on the 6-2-2017=R495.32, the current balance R495.32 this is for the February invoice not as yet paid.
The usage limit is set up for R0.00 to change the package to Top Up once the allocated minutes and data has been used up.
You may use the following code to check if your usage limit is on R0.00 on the device *141*1*7852#
The account method is on cash and not on debit order, if you wish to re-instate the debit order you need to call the 808 call center for assistance.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
's updateReviewer Update
23 Feb 2017, 10:58Thank you for your response and the explanation! But you are NOT understanding what I am trying to tell you. I have gone through so many damn agents and managers at the call centre and they all gave me different information! It made it very hard to believe the idiots! Do you not give everybody the same training because everybody can't be talking a different story, and regarding the direct debit, it was cancelled without my consentand that was even before you guys even tried debiting my acc! That was advised by a manager, so please tell me that his lying to me?! Also, my acc has been handed over? What the freaken hell! Without any notifcations??? What the hell happened to commuincating with customers? The way MTN goes about doing business is pathetic. You guys should just throw in the towel and close down. Because you have no business ethics and your customers don't come first. I have been back and forth with you guys since November! Nobody is resolving this matter! I feel that I need to be compensated!
's update23 Feb 2017, 10:58
Reviewer Update
Thank you for your response and the explanation! But you are NOT understanding what I am trying to tell you. I have gone through so many damn agents and managers at the call centre and they all gave me different information! It made it very hard to believe the idiots! Do you not give everybody the same training because everybody can't be talking a different story, and regarding the direct debit, it was cancelled without my consentand that was even before you guys even tried debiting my acc! That was advised by a manager, so please tell me that his lying to me?! Also, my acc has been handed over? What the freaken hell! Without any notifcations??? What the hell happened to commuincating with customers? The way MTN goes about doing business is pathetic. You guys should just throw in the towel and close down. Because you have no business ethics and your customers don't come first. I have been back and forth with you guys since November! Nobody is resolving this matter! I feel that I need to be compensated!