Data bundles disappearing

At 06:17AM on November 6, Wednesday (06:17) I bought 3gigs data when leaving the house to use Waze for traffic. At 06:30AM I received a message from MTN South Africa notifying me that I’ve used 50% of my data. At 06:32AM I received another message notifying me that I’ve used 80% of my data. At 06:35AM I received another message notifying me that my data is finished. At 06:44AM I received the last message notifying me that my data is almost depleted.

While all this is happening I am driving on the highway not using my phone to do anything and have made sure all tabs are closed.

On arrival to my destination I call MTN South Africa at 06:43AM to ask them what is going on as my data has literally disappeared in a space of 27min. I didn’t spoke to Zodwa Mhlongo who basically told my that I have not closed my background applications and that my mobile data is running. I proceeded to tell her that all my application tabs are closed and in order to actually use my phone my mobile data has to be on. She told me that on their system it shows that I was using my phone, which I then explained that I wasn’t as I was driving in morning traffic. I asked her what applications was I using and she said she’s unable to tell me so I asked her to transfer me to someone who can. She put me on hold for about 10min and came back to me saying she’s spoken to her colleague who told her that I was on Instagram, Twitter and GP (I have no idea what GP is and she told me it’s an application on my phone). I explained to her that it’s not possible that all this was happening because I was in traffic and that even if I was on my phone it’s impossible to use 3gigs data in 27min. Zodwa refused to listen to what I was saying and insisted on her conclusion. I also asked her to transfer me to the colleague who gave her this information so he could give me a detailed explanation and she refused so I asked for the manager.

Her manager Manelisi Boy picked up and I explained the situation and he basically said “she explained what happened to your data”. I tried to explain to him that what they are saying is not case but he also refused to listen and also insisted that I was on my phone and didn’t close my applications and mobile data. I asked Manelisi how I could get a refund and he told me they don’t do refunds of data or money. I asked him to speak to someone else and he told me there is no one else, I cut the call as they were clearly unwilling.

The service was absolutely shocking. The employees are uninterested, not willing to listen and understand the situation. If they were interested in helping and had taken the time investigate I’m sure they would be able to reason and realize that it is not normal for data to be used up that fast especially when not streaming.

MTN South Africa this disappearing of data is not the 1st time. The same thing happened in October when I bought 3gigs data before going to bed and I woke up to 18KB. Data bundles are expensive and it’s completely unacceptable that so much money is being taken and no one is willing or trying to resolve and help!