Disappearing data

Good day Michael,

Thank you for taking the time to raise your concerns and affording us the opportunity to address them. Kindly accept our sincere apologies for any inconvenience caused.

As per the reference number ***8, you were requested to provide a date of incident as well as the amount of data that had disappeared. You have only provided us with the amount of data but no date was provided in order for us to check your usage records for that particular day. Kindly provide the date of incident so we can check and advise accordingly. You may send the required information to *** and quote the above mentioned reference and we will assist further.

Below are some causes of disappearing airtime and/or data:

· Subscription to a WASP service, which charges you daily.

· Out-of-bundle data rates can quickly deplete airtime.

· Automatic software updates can consume large amounts of data.

· High-definition content on YouTube and social media platforms consume large amounts of data.

· Uncapped data bundles from MTN must be activated before use.

· New smart phones and faster networks mean data is used quicker.

· Viruses can access your Internet connection and consume data.

Here are some of the steps users can take to mitigate unexpected data and airtime use:

· Unsubscribe from all WASPs if you suspect undesired billing. dial *141*5# option 4 to check any subscription's registered on your sim.

· Switch off your data connection when you’re not using it. Apps often use data in the background.

· Avoid out-of-bundle charges by purchasing data bundles.

· Turn off automatic updates over mobile data connections – use fixed-line connectivity via Wi-Fi for updating apps and software.

· Limit music and movie streaming using a mobile data connection.

· Ensure you activate uncapped daily data bundles before using the Internet.

· Check how much data apps use and adjust usage where possible to avoid using a mobile data connection.

· Install an anti-virus program, such as Norton or Symantec, on your device to avoid viruses.

· Pay attention to mobile data SMS notifications.

· Android and iOS have built-in features to track data consumption, accessed via the Settings menu.

We sincerely hope that the above is in order and that we are able to restore your faith in us.

Kind Regards,

Tshepo M

MTN Complaints Management Team