Data Roaming Complaint

<p>With upgrading my contract, I was quite pleased with the phone as well as my package, i received a better package with less installments (R329) pm - great! I recently went on a "cruise to where" company trip, of which, having your passports WAS NOT REQUIRED. So clearly we were not going beyond the boarders of SA, not breaking into International waters. On March 27,2017, MTN's debit order goes off from my wife's FNB account of R2236.53. WHY??? So my wife calls and was notified that on my cell number there were international calls made (pls keep in mind the above comment about the trip). My wife was also advised that before one goes on an International trip, you need to call in to activate your Data roaming with a "pin number". Not satisfied with the outcome, I call MTN on Tuesday (28/03/2017) speak to Nozipho (REF ********** 81) and i requested for this matter to be investigated.Nozipho mentioned that I should call back on Thursday around 10am (i was told that MTN do not call clients back - WOW, some service!)So waiting for Thursday, I give MTN one more day, I call on Friday afternoon, speak to a guy (Lizalise - REF ********** 17). He advised me that the investigation (REF ********** ) came back and that the my bill was correct. So I asked a question - "Do I need a "pin" or must i call in to activate my data roaming before i go on an International trip?" the reply from Lizalise was "YES,you can have either or" - So i asked another question - "who authorized MTN to activate my data roaming?" I do not have a pin or did not call MTN prior to me leaving to activate my roaming, but the debit order of R2236.53 went off. I asked this question three times, with no valid explanation. I requested to speak to someone who can give me answers. After holding on, Lizalise informs me that "the Manager" Jack, is busy on a call and he will get back to me (Friday, 31/03/2017). I asked - "will he get back to me by close of business today?" the reply from Lizalise was "YES". Today is Saturday (01/04/2017)at 11:24am, and I'm still waiting for Jack to get back(If MTN calls their clients back) (and this is not an April fools joke). Being a call center manager myself, Customer service should be our top priority. "Jack" - you give call centers a bad name (if there's a manager by that name). in summary....1. I dont have a pin and I did not call MTN to activate my roaming. 2. I did not go on an International trip, you will need your passport for that. 3. Furthermore, it was mentioned that there were international calls made from my number, how is this possible when, while on the cruise, there is NO CELLPHONE RECEPTION!!!! I spoke to my wife when leaving Durban harbor and when we were returning, my wife leaves in JHB, not overseas. 4.According to MTN agents (you need to activate the roaming), I want to know who authorized this and whats my pin number for this? to MTN - Thank you for the lack of advice, thank you for calling me back when you promise (still waiting), thank you for taking my money without my authorization. To all the call center employees that put customers first all the time, Awesome guys, keep it up!!! To all the agents that just want to get rid of a client, call center is not for you. to MTN higher management - take care of our clients, they take care of your business, your business takes care of you. Please note that my Facebook friends will also enjoy this read. Regards Dustin Reddy - ********** - I will be waiting for your call.</p>