SvdB
Sylvia van den Berg
1 reviews | Active since May 2018
23 May 2018, 12:04
Data upgrade
My son was due for an upgrade on his contract on the 1st of April 2018. We decided to upgrade to a data package. MTN had a special on Data packages and we signed a contract for the DATA_20GB @ R499.00 per month x 24 months. This contract included 40GB of Anytime data as well as 40GB night express every month. The upgrade was done at MTN Mall @ Reds and Raoul van Staden was the sales person. It has been almost 2 month and he only received 20GB Anytime data and 40GB night express for April and the same for May 2018. I have been phoning MTN and going back to the store but nothing is happening. They are also still deducting R599.00 - his old contracts tariff. When my son received his pro rata data I knew something was wrong as he received only 12GB anytime data and there was still 20 days to go before he received his data for the month. Since then I keep phoning and going back the the shop but everytime they say that they don't know how to fix this. They owe my son pro rata data, 20GB Anytime data for April and 20GB Anytime data for May. Also R100 for still deducting the old contracts tariff. R200 if they don't fix this before the end of the month. Also the night express resets at the end of every month. According to Raoul the data rolls over for 2 month and then it falls away. My son had about 32GB night express left and is was just taken away. I also want this back.
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Replies (2)
MTN South Africa's replyOfficial
07 Jun 2018, 07:16Dear Sylvia,
Thank you for taking the time to tell us why our service failed to meet your expectations.
We value your business, and would like to address your concerns as quickly as possible.
I understand your frustration, and I sincerely apologize for any inconvenience we have caused you.
Please know that I will personally be handling your case, and will be in contact with you on a regular basis, until this issue is resolved to your satisfaction.
It is my goal to restore your confidence in our company by solving this problem and preventing it from happening again.
Thank you again, for your honest feedback. I hope to have the pleasure of serving you again in the future.
Sincerely,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
MTN South Africa's reply07 Jun 2018, 07:16
Official
Dear Sylvia,
Thank you for taking the time to tell us why our service failed to meet your expectations.
We value your business, and would like to address your concerns as quickly as possible.
I understand your frustration, and I sincerely apologize for any inconvenience we have caused you.
Please know that I will personally be handling your case, and will be in contact with you on a regular basis, until this issue is resolved to your satisfaction.
It is my goal to restore your confidence in our company by solving this problem and preventing it from happening again.
Thank you again, for your honest feedback. I hope to have the pleasure of serving you again in the future.
Sincerely,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
SvdB
Sylvia van den Berg's updateReviewer Update
07 Jun 2018, 11:40Hi Willem,
Thank you for your reply.
Please can you sort out the following for me:
* We did not receive all the Anytime (day time) data on the 21st of April - 20GB still outstanding. Night express was received correct.
* We did receive all his data for May 2018. We received 20GB on the 21st of April and 20GB on the 28th of May 2018. The night express was also correct.
* My MTN account has been debited with R1063.23 since the end of April. What is this for. The old contract was R599 and the new contract that I signed was for R499.00. My sons phone was suspended yesterday because of this. The end of April R599.14 was credit from my bank account and end of May R1063.23 was credited from my bank account. I have over paid R664.37.
* Why does the Anytime data roll over for 2 months but not the Night express? Please just explain this to me. Mall@Reds MTN say it must roll over and Centurion Mall MTN say data don't roll over so I'm confused.
Please this has been going on for more than 2 month. I need this sorted ASAP.
SvdB
Sylvia van den Berg's update07 Jun 2018, 11:40
Reviewer Update
Hi Willem,
Thank you for your reply.
Please can you sort out the following for me:
* We did not receive all the Anytime (day time) data on the 21st of April - 20GB still outstanding. Night express was received correct.
* We did receive all his data for May 2018. We received 20GB on the 21st of April and 20GB on the 28th of May 2018. The night express was also correct.
* My MTN account has been debited with R1063.23 since the end of April. What is this for. The old contract was R599 and the new contract that I signed was for R499.00. My sons phone was suspended yesterday because of this. The end of April R599.14 was credit from my bank account and end of May R1063.23 was credited from my bank account. I have over paid R664.37.
* Why does the Anytime data roll over for 2 months but not the Night express? Please just explain this to me. Mall@Reds MTN say it must roll over and Centurion Mall MTN say data don't roll over so I'm confused.
Please this has been going on for more than 2 month. I need this sorted ASAP.