Customer Service - None at MTN

<p>I received my monthly MTN bill via email on 26 May 2016 - I nearly had a heartattack, the bill was for R5214.12 (my monthly average spend is R1488.82). On closer inspection the Packet Switched data charges where R3848.79 for the month, meaning I would be stupid enough to surf the internet using my phones data and not my home Wi Fi. I duly phoned 808 - customer service, spoke to Nolovuyo who logged my call ( ********** 80), I was told I would hear from MTN within 3 to 5 working days. As you can guess I did not hear from MTN. I then phoned back on the 3 June 2016 to see how my call was getting on - when I spoke to Thembelihle she told me my call was closed and she would log another call for my and I would hear from MTN in 24 hours ( ********** ), I asked her to escalate my call to her supervisor, well Nadia was not very helpful, said I had to speak to refunds and she could not put me through, I asked (not very politely) to speak to her boss, when Mr Sithole came on the line he gave me the third degree - how long had I had the contract (contract is renewable on 17 July 2016), so nearly two years, had I upgraded etc. Then he told me to dial a number sequence which I forget and surprise, surprise I was cut off. I did not hear from MTN again. I sent an email to customer care - the response - my number is an open line, I have used more was loaded on my account, Packet Switched Data are charged when account is not capped etc. I also went onto MTN facebook and I was told to please send and email to customer care ( which I had already done) and to dial *141*5#, option 2 - all that did was tell me when I could upgrade my phone....On Wednesday 8 June, I then decided to try the Woodmead branch in the hope someone could explain how after 4 years of using an Apple phone I could suddenly rack up a beaut of a bill. Mantadi went out of her way to help me, she sent and email to MTN HO, when I went back on Monday 13 June, she said we need to send a hand written letter to request URL and itemised billing, she also checked my phone and I was unknowingly subscribed to content services, which she unsubscribed. She looked at my current bill and saw that the Packet Switch Data was already R3000.00, she lowered my limits on my phone which meant that I now could not make outgoing calls (great use for a mobile). On 15 June 2016 the responses from MTN HO were a URL spreadsheet showing all the sites I visited, no itemised billing. Mantadi could not help me any further and suggested I escalate the issue. I tried for most of the morning to get through to MTN HO and when swtichboard finally answered I was duly put back to customer care. The response, yes sorry you have visited all these sites you have to pay - what are you crazy? - I want it investigated - I could not use this amount of data!!! I need an explanation how suddenly I can start using R3000 worth of data on my phone. I cannot seem to get anyone at MTN NONcustomer care to understand this - yes I have the URL report but I did not knowingly go to these sites so how does it happen and how do I get to stop it from happening.</p>