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Howell F

1 reviews | Active since Mar 2009

07 Feb 2018, 12:13

****************

Good morning

I truly hope that my email will be responded to by someone in your department.

I am really disgusted by the service I have received from Mtn

On 07 November 2016 I received a confirmation email (attached) from Mtn confirming that the BIS on my number ********** has been cancelled. Reference number given [# ********** 8]

It has now come to my attention that Mtn has been billing me R51.74 pm since then for BlackBerryInternetServiceHigh. A service which I did not receive and was supposedly cancelled.

On 22 November 2017 I upgraded my contract to Samsung J7 Pro on MTN Made for Me M at R399 pm + Free Grand Prime Plus on MTN Flexi R55 Top-Up

I have not received the Mtn Flexi R55 Top-Up since November, but as per attached email, Alice has advised that my banking account will be credited with the fee for the period.

I am being charged R464.55 per month for this contract when the agreed amount is R399pm.

I am also waiting for a copy of my contract which includes this amount. The contract I received does not contain any financial details. This would make a great case at ICASA and the Public Protectors office

I request you to refund my ****** money with interest immediately otherwise I will lodge a formal complaint with ICASA and the Public Protectors Office.

I do not want to wait for another 2 months before this is resolved. Please refer to the attachments which refers to my emails sent to Mtn

Awaiting your favourable response

Regards HP Fransch

0
Replies (5)
MTN South Africa
MTN South Africa's reply08 Feb 2018, 11:28
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

Kindly be advised that the credit was allocated to the account for R1319.99.0 Refund for R864.43 was done to your bank account on the 7-2-2018. For the Flexi R55 allocation not received

The Blackberry service is removed.

We have sent the request to Retentions for assistance with the copy of the contract and to assist with the package agent Alice Maholeho .

The account was billed for BIS from December 2017. The credit will reflect tomorrow on the account.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

HF
Howell F's update08 Feb 2018, 12:33
Reviewer Update
Good afternoon Alice. Thank you for your response. However, please look at my statements and you can see that the BIS was charged from January 2017 and not December 2017. I can email you these statements. I cannot view the statements online from Oct 2016 to Dec 2016. Please email them to me at ********** Just to confirm - My account will be credited with R2184.42 (R1319.42 being the fees for Flexi 55 x 24 months not received) AND R864.43 for the ******** BIS charges from Oct 2016 to present Awaiting your favourable response Regards HP Fransch
HF
Howell F's update08 Feb 2018, 12:34
Reviewer Update
Good afternoon Alice. Thank you for your response. However, please look at my statements and you can see that the BIS was charged from January 2017 and not December 2017. I can email you these statements. I cannot view the statements online from Oct 2016 to Dec 2016. Please email them to me at *** Just to confirm - My account will be credited with R2184.42 (R1319.42 being the fees for Flexi 55 x 24 months not received) AND R864.43 for the ******** BIS charges from Oct 2016 to present Awaiting your favourable response Regards HP Fransch
HF
Howell F's update08 Feb 2018, 12:54
Reviewer Update
Hi Alice. If you go into my online statements, you will see the charges from Jan 2017 on all of the statements. The statements for 2016 does not appear online. I have downloaded the statements from Jan 2017 to present and can email them to you if you are unable to retrieve them. Please advise. Regards HP Fransch
HF
Howell F's update09 Feb 2018, 06:46
Reviewer Update
Good morning Alice Van Der Merwe. Please note that I have already logged a complaint with ICASA – Reference numbers ICASA-*** + ***. I have proof that I was still charged for the BIS service from Oct 2016 (MTN account statements) -01/10/2016 - BLACKBERRY INTERNET SERVICE HIGH - 51.75 -01/11/2016 - BLACKBERRY INTERNET SERVICE HIGH - 45.39 -01/12/2016 - BLACKBERRY INTERNET SERVICE HIGH - 45.39 -01/01/2017 - BLACKBERRY INTERNET SERVICE HIGH - 51.74 -01/02/2017 - BLACKBERRY INTERNET SERVICE HIGH - 51.74 -01/03/2017 - BLACKBERRY INTERNET SERVICE HIGH - 51.74 -01/04/2017 - BLACKBERRY INTERNET SERVICE HIGH - 51.74 -01/05/2017 - BLACKBERRY INTERNET SERVICE HIGH - 51.74 -01/06/2017 - BLACKBERRY INTERNET SERVICE HIGH -51.74 -01/07/2017 - BLACKBERRY INTERNET SERVICE HIGH -51.74 -01/08/2017 - BLACKBERRY INTERNET SERVICE HIGH -51.74 -01/09/2017 - BLACKBERRY INTERNET SERVICE HIGH - 51.74 -01/10/2017 - BLACKBERRY INTERNET SERVICE HIGH -51.74 -01/11/2017 - BLACKBERRY INTERNET SERVICE HIGH -51.74 -01/12/2017 - BLACKBERRY INTERNET SERVICE HIGH -51.74 -01/01/2018 - BLACKBERRY INTERNET SERVICE HIGH -51.74 -01/02/2018 - BLACKBERRY INTERNET SERVICE HIGH -51.74 The above totals to an amount of R866.89 which I was wrongfully charged. I want this amount + interest to be refunded to me immediately I am awaiting your favourable response Regards HP Fransch