CUSTOMER ALWAYS TO BLAME? REALLY!!

<p>I know there must be hundreds of complaints against MTN on HelloPeter, but I need to make our voice heard as well.</p> <p> </p> <p>On 2 May 2016 we took out a WiFi data package from MTN using our own WiFi Router. While going through the process we specifically requested the consultant to cap the account so that it doesn't run up huge charges, and she assured us that this was done. This consultant by the way, was also a problem with one of our family members, but that is a different story.</p> <p> </p> <p>Hardly two weeks later, we received a SMS stating that we have reached our credit limit of R5778, and that our lines has been suspended. When phoning their call centre, we were told that the data package as incurred out of bundle charges which we are liable for, and therefor they have suspended the lines. We were told that the package was never capped as requested. We asked to speak to a Supervisor to try and resolve this issue, and were transferred to a Chad Godfrey. We explained our issue to him, and he assured us that he will cap the line, and will try and sort this issue out. </p> <p> </p> <p>A week later, we checked our balances and found that that specific account has then increased to R6500. Again, we phoned the call centre, and told the consultant that we spoke to a Chad Godfrey and that he was sorting the issue out, but yet we are still encurring charges. We were then told that they don't have a Chad Godfrey working for them. Really? Giving clients false names just to get rid of them. This consultant then capped the line, she cancelled our debit order as we requested her to do, and we received E-Mails confirming all this, but she could obviously not resolve the matter of the R6500. She did however send an E-Mail to the Data Validation department and to the store. The Data Validation department merely informed us that the data charges was validated and confirmed.</p> <p> </p> <p>We then went to the store. The consultant then informed us that according to their contract (which wasn't explained to us, and of which we didn't receive a copy) MTN cannot be held liable for this issue. In Clause 18.1.5 it states that MTN cannot be held liable if MTn does not Suspend the provision of the network services to you after you have specifically requested MTN to do so in order to amongst other things, limit the usage charges. Really? So even if you as a client specifically instruct MTN to cap your account, and they don't do it, and you run up charges, they cannot be held liable. So it is always the customer's problem? We were then taken to their store manager, who basically said the same thing, but also advised that if we requested to cap the line, the consulant should have given us a form to sign to that effect, and she cannot see such a form, therefore MTN cannot be held liable. This was the whole point!! We requested her to cap the line and she didn't do so!! How are we supposed to know that there should be a form for this?</p> <p> </p> <p>Furthermore, I cannot see that the above mentioned clause could be legal according to the Consumer Act, but we will be sending the paperwork (that we had to request from them) to a lawyer to get this matter resolved.</p> <p> </p> <p>All we want to say, is be careful of MTN. Ask the consultant to explain the WHOLE contract to you, and make sure you know what you sign. We were never explained what was in the contract, and we didn't even receive copies of it, we had to go request it from the branch. I don't even want to give them 1 star, but unfortunately I have to on this site, but just know that according to MTN, the customer is always to blame!! NEVER MTN!!</p>