Deal Offer vs Actual Data Received & Billing Amount

Deal Offer vs Actual Data Received & Billing Amount

I upgraded my Data Bundle Contract in August 2018, based on a Deal offered in the brochure at that time which was named "My MTNChoice 20GB" and stated: 30GB daytime / 40GB night time. The cost was stated as R559.00/month.

The first account received on the 1st September, I was double charged, though through querying this, that matter was resolved.

The next concern was checking the Gigabytes received. This is where the problem lies.

The only way to check the quantity is to check the SIM Card on the first day of receiving the Bundles ( mine is the 11th of each month).

On the 11th September I received 20GB daytime /40GB nighttime

Here began my continued and on going comms with MTN consultants.

I first emailed my concern to Customer Care and was assured the problem was solved.

Come the 11th October, the same thing happened i.e. I still had only received 20GB / 40GB.

I went to the Service Centre in Shelly Beach, KZN, where I had first signed up. My consultant's name is Cyprian Phehlukwayo.

He then assured me he had resolved the issue. So the result of my requesting that he sort it out reverting to exactly what the deal offer was in terms of both the cost and the amount of gigs it was this:

25GB daytime (Why??) / 40GB (for the November period) The bill then showed the billing of the additional 5GB (but it being discounted as well).

That's all very well, BUT the consultant had not corrected the account as per the offered Deal!

SO, I went back to the MTN Service Centre in Shelly Beach and explained to our consultant AGAIN that I was still NOT receiving the correct amount of data as per the Deal.

The same thing happened for the December bill. So I went back to the consultant.

Once again, he assured me that he would sort it out.

By the next bill (January) the following had taken place:

I received 35GB daytime (!!!?? still confused) / 40GB nighttime and then later the bill showed that I was now charged for an additional 5GB @ R346.96 excl VAT

Back to the MTN Service Centre in Shelly Beach. And I explained AGAIN that I had been both billed incorrectly and been provided with the incorrect amount of Gigs. Our consultant said to us that he would correct the billing from his end.

Unfortunately I trusted he would. But he didn't and the same amount was billed once again in February 2019.

SO, I contacted the MTN call centre and started comms with Makhumo Makgato who asked me to email my concern with back up docs. That was on the 20th February. To date, I have received NO RESPONSE back from her after I was told I would receive and sms confirming my issue had been dealt with.

I need someone to explain to me who can assist me with making sure what I asked for wrt to the Deal Offer is what I receive - THAT's ALL!!

Yours sincerely

Jan Abbott