Debit order *****
<p>Today I had a debit order come off my account for R13 748 for a sim card that was orignally contracted with autopage who appear to have been taken over by MTN.</p> <p> </p> <p>The monthly debit order has traditionally been in the range of R250 per month</p> <p> </p> <p>I do not use the sim as it is in an old iPad. When I called in I was notified that the sim card has been deactivated a while back - so how did I get a R13k debit order for data today?????</p> <p> </p> <p>It appears that there has been ***** - I had a similar situation with MTN many years ago and hence cancelled all my accounts - just got caught due to Autopage becoming part of MTN</p> <p> </p> <p>All I got told this evening by Ian (the call centre agent) was to reverse the debit order and he will launch a ticket - lets see if that results in anything. </p> <p> </p> <p>I googled to see if anyone else was having similar issues and found page upon page of similar stories all unresolved!</p> <p> </p> <p>MTN - sort this out asap</p> <p> </p>
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MTN South Africa's replyOfficial
06 Feb 2017, 22:40Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
We will engage with the billing department to investigate and advise accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Kind Regards
Siphumezo
REQ:***
Best regards,
MTN South Africa's reply06 Feb 2017, 22:40
Official
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
We will engage with the billing department to investigate and advise accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Kind Regards
Siphumezo
REQ:***
Best regards,
's updateReviewer Update
27 Jan 2018, 16:44An update - I have had to take this to the ombudsman - details below
RE - MTN billing for R17 107 vs monthly contract of R125
The complaint relates to MTN debiting my account for R17 107-12 on 28-02-2017 and previously R13 748 on 31-01-2017 for an account that has run at a maximum monthly amount of R125 per month since 2014.
MTN account details:
- MTN cell number for the sim card – ********** 123
- Debt Collection reference C **********
- My ID number ********** 028089
- Original Altech Autopage account number 1. ********** 7
Background and history of complaint:
- Initially I took out a monthly contract with Altech Autopage cellular about 6 years ago for R99 per month for 2 gigs of data
- Sometime during March 2016 I started to receive statements from MTN and no longer Autopage
- On 31 January 2017MTN attempted to Debit my bank account with R13 748 which is 109,9 times more than the monthly agreed amount of R125. Another amount was debited in February for a total of R17 107.12 (February R3 359.12) before the controls at MTN were put in place to stop the sim card.
- I contacted my bank and reversed the debit order immediately and contacted Ian Shez ********** at MTN as well as noted a complaint on Hello Peter.
- Initially I thought that there must have been a ***** for such a large amount by MTN, but it appears that there was an issue with the iPad that caused the iPad to use data for updates and other data usage, but on cellular not on the wifi – I do not dispute this usage.
- After multiple attempts at correspondence from Lele Malao ********** and Cherildene Matthews ********** it was identified that the data was used and to confirm that is NOT the issue.
- The issue is as follows – MTN has at least one control in place to stop data usage and “cut” the sim card off from the network. This happened after the data usage was 6 842 % (or 68,42 times) the normal usage over two months.
- I have asked for two things to clarify the agreement that MTN took over from Altech Autopage Cellular:
o 1 – I have asked for the standard terms, policy and procedure for when they implement the control of cutting off a sim card for abnormal high usage. They cut off the sim card, so what is the agreed policy
o 2 – I was not informed of the MTN taking over the contract from Altech Autopage cellular so I have asked for the original agreement (copy) that I signed and a copy of the new terms.
- I signed an agreement for R99 per month with Altech, normal increases to R125 and in more than 6 years never had any amounts higher than the agreed monthly amount.
- It is noted that I did not receive any notification of “out of bundle” usage either from MTN otherwise I would have removed the sim card from the faulty iPad.
- I attempted to submit a complaint to ICASA during December 2017 and was notified on 4 January 2018 that the matter was under the jurisdiction of Credit Information Ombudsman (ref GAU4390/17)
Actions to resolve:
- I have made multiple offers to settle up to 10 times (1000%) percent (R1 250) or even 20 times (R3 000) the normal monthly amount to the people noted above, as well as the representatives of the debt collector acting on behalf of MTN.
- The details of the debt collector is Gugulethu Mpungose from Shapiro Shaik Defries and Associates - ********** . Gugu has been helpful, but has noted that the resolution of the matter is for MTN to arrange. I am appreciative of her assistance, now I need someone at MTN to take accountability and look to resolve the matter.
- My latest correspondence with Gugu (27 January 2018) has noted that MTN is willing to settle for R16 000 which is still an unacceptable amount. My response has been that I would be willing to settle at R8 000 which is still a ridiculous multiple of the normal monthly bill but I would like to resolve.
Thank you for taking the time to resolve this. As you can see from the above I am willing to be reasonable and settle for a larger amount being 64 times the normal monthly bill. What would happen if MTN lack of controls happened for an individual who earns a lower income salary – this amount would cause major financial distress for someone who probably earns less than this total ridiculous amount.
I trust that you will be able to bring a reasonable close to the matter.
's update27 Jan 2018, 16:44
Reviewer Update
An update - I have had to take this to the ombudsman - details below
RE - MTN billing for R17 107 vs monthly contract of R125
The complaint relates to MTN debiting my account for R17 107-12 on 28-02-2017 and previously R13 748 on 31-01-2017 for an account that has run at a maximum monthly amount of R125 per month since 2014.
MTN account details:
- MTN cell number for the sim card – ********** 123
- Debt Collection reference C **********
- My ID number ********** 028089
- Original Altech Autopage account number 1. ********** 7
Background and history of complaint:
- Initially I took out a monthly contract with Altech Autopage cellular about 6 years ago for R99 per month for 2 gigs of data
- Sometime during March 2016 I started to receive statements from MTN and no longer Autopage
- On 31 January 2017MTN attempted to Debit my bank account with R13 748 which is 109,9 times more than the monthly agreed amount of R125. Another amount was debited in February for a total of R17 107.12 (February R3 359.12) before the controls at MTN were put in place to stop the sim card.
- I contacted my bank and reversed the debit order immediately and contacted Ian Shez ********** at MTN as well as noted a complaint on Hello Peter.
- Initially I thought that there must have been a ***** for such a large amount by MTN, but it appears that there was an issue with the iPad that caused the iPad to use data for updates and other data usage, but on cellular not on the wifi – I do not dispute this usage.
- After multiple attempts at correspondence from Lele Malao ********** and Cherildene Matthews ********** it was identified that the data was used and to confirm that is NOT the issue.
- The issue is as follows – MTN has at least one control in place to stop data usage and “cut” the sim card off from the network. This happened after the data usage was 6 842 % (or 68,42 times) the normal usage over two months.
- I have asked for two things to clarify the agreement that MTN took over from Altech Autopage Cellular:
o 1 – I have asked for the standard terms, policy and procedure for when they implement the control of cutting off a sim card for abnormal high usage. They cut off the sim card, so what is the agreed policy
o 2 – I was not informed of the MTN taking over the contract from Altech Autopage cellular so I have asked for the original agreement (copy) that I signed and a copy of the new terms.
- I signed an agreement for R99 per month with Altech, normal increases to R125 and in more than 6 years never had any amounts higher than the agreed monthly amount.
- It is noted that I did not receive any notification of “out of bundle” usage either from MTN otherwise I would have removed the sim card from the faulty iPad.
- I attempted to submit a complaint to ICASA during December 2017 and was notified on 4 January 2018 that the matter was under the jurisdiction of Credit Information Ombudsman (ref GAU4390/17)
Actions to resolve:
- I have made multiple offers to settle up to 10 times (1000%) percent (R1 250) or even 20 times (R3 000) the normal monthly amount to the people noted above, as well as the representatives of the debt collector acting on behalf of MTN.
- The details of the debt collector is Gugulethu Mpungose from Shapiro Shaik Defries and Associates - ********** . Gugu has been helpful, but has noted that the resolution of the matter is for MTN to arrange. I am appreciative of her assistance, now I need someone at MTN to take accountability and look to resolve the matter.
- My latest correspondence with Gugu (27 January 2018) has noted that MTN is willing to settle for R16 000 which is still an unacceptable amount. My response has been that I would be willing to settle at R8 000 which is still a ridiculous multiple of the normal monthly bill but I would like to resolve.
Thank you for taking the time to resolve this. As you can see from the above I am willing to be reasonable and settle for a larger amount being 64 times the normal monthly bill. What would happen if MTN lack of controls happened for an individual who earns a lower income salary – this amount would cause major financial distress for someone who probably earns less than this total ridiculous amount.
I trust that you will be able to bring a reasonable close to the matter.