SN
Sakhile N
1 reviews | Active since Oct 2016
12 Oct 2016, 09:43
Data ******* Every Thursday
<p>On September 23, 2016 I sent an email to MTN service complaints about what I suspect to be faulty infrastructure (if not deliberate ************ charging) in the Honeydew Park area because my data consumption would suddenly soar every Thursday evening in September even when with no internet browsing and open apps whatsoever. I have attached a plot of my usage over the month of September as per my MTN online profile and it is clear that from Thursday going into Friday in that area the rate of usage peaks. This is supported by the fact that on Thursday September 8 I was not in the area overnight.</p> <p>I have not received acknowledgement of my query let alone information regarding the potential problem. </p> <p>I am disheartened by the level of service I have received from MTN. Its been appalling to say the least.</p>
Helpful (0)
Replies (2)0
Replies (2)
MTN South Africa's replyOfficial
14 Oct 2016, 10:40Good morning Sakhile
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the billing for the 1st of September was checked and confirmed. The charges incurred were for a connection made at 18:59:59:, where there was a usage of 20KB of data. On the same day at 18:47:02 , there was a connection that used 1.45MB of data.
Data usage depends on the what data is used for, downloading of apps, pictures and videos on whatsapp and the Internet. The charges incurred are more than when sending a message. Also make sure that the number is not being used as the hotspot because you will carry the cost. Kindly check under your settings if hotspot is not active.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards
Lungi
REQ:***
Best regards,
MTN South Africa's reply14 Oct 2016, 10:40
Official
Good morning Sakhile
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Kindly note that the billing for the 1st of September was checked and confirmed. The charges incurred were for a connection made at 18:59:59:, where there was a usage of 20KB of data. On the same day at 18:47:02 , there was a connection that used 1.45MB of data.
Data usage depends on the what data is used for, downloading of apps, pictures and videos on whatsapp and the Internet. The charges incurred are more than when sending a message. Also make sure that the number is not being used as the hotspot because you will carry the cost. Kindly check under your settings if hotspot is not active.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards
Lungi
REQ:***
Best regards,
SN
Sakhile N's updateReviewer Update
14 Oct 2016, 12:10Dear Lungi
This response is unsatisfactory and meaningless. You have not addressed the pattern that I specifically drew attention to, you have also not spoken to the spikes (Thursday and Friday) in any direct and meaningful way.
What you have done is to simply respond with a generic remark about data consumption. Basically, you have wholly ignored the problem that I have presented to you.
If you or MTN regard customer service highly this is not the way to go about handling your customers.
I request that you provide me with your direct email address so that I may offer you further evidence to show that there is an time-linked (Thursday/Friday) escalation in the rate of charging data happening on my device.
Should you be genuinely looking to improve my customer experience at MTN then please start by taking complaints seriously instead of empty lip-service. Many of us MTN customers crave to find speedy and appropriate resolution to our queries but sadly that is often just wishful thinking.
MTN has to do better, this is unacceptable!
SN
Sakhile N's update14 Oct 2016, 12:10
Reviewer Update
Dear Lungi
This response is unsatisfactory and meaningless. You have not addressed the pattern that I specifically drew attention to, you have also not spoken to the spikes (Thursday and Friday) in any direct and meaningful way.
What you have done is to simply respond with a generic remark about data consumption. Basically, you have wholly ignored the problem that I have presented to you.
If you or MTN regard customer service highly this is not the way to go about handling your customers.
I request that you provide me with your direct email address so that I may offer you further evidence to show that there is an time-linked (Thursday/Friday) escalation in the rate of charging data happening on my device.
Should you be genuinely looking to improve my customer experience at MTN then please start by taking complaints seriously instead of empty lip-service. Many of us MTN customers crave to find speedy and appropriate resolution to our queries but sadly that is often just wishful thinking.
MTN has to do better, this is unacceptable!