BW
Beverley W
1 reviews | Active since Jun 2013
07 Dec 2018, 10:05
DOUBLE BILLING AND NO RESPONSE FROM MTN.
I received an SMS last week that my account was R112.00 in arrears and that my service would be suspended if I did not pay within 2 days. I checked my accounts and found that I had billed my usual monthly amount in July and then a further amount of R112.00. I sent an email to the customercare and collectionsadmin email addresses. My service was then suspended. I received an email from customercare to say that they had changed the billing date and had split my July account. I rep**** that the account had not been split but that the usual amount and an additional amount had been billed. I have had no further response and am now being threatened with legal action. UNACCEPTABLE. In addition, the additional amount was R98.33 with VAT of R33.04 - certainly not calculated at 15%. I have had an account with MTN since the early 1980's and have never missed a payment. If this is the way they treat their longstanding (or any) clients I will certainly not be renewing my contract with MTN.
Helpful (0)
Replies (4)0
Replies (4)BW
Beverley W's updateReviewer Update
10 Dec 2018, 09:25Still waiting for a response from MTN. My service has now been suspended for over a week due to a billing error on their part. All I get are automated acknowledgements. This is just so not acceptable!
BW
Beverley W's update10 Dec 2018, 09:25
Reviewer Update
Still waiting for a response from MTN. My service has now been suspended for over a week due to a billing error on their part. All I get are automated acknowledgements. This is just so not acceptable!
MTN South Africa's replyOfficial
10 Dec 2018, 09:27Good day Beverley
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please give us a chance to look into this and revert back to you.
Warm Regards,
Ayanda Mthimkhulu
Complaints Management Team
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please give us a chance to look into this and revert back to you.
Warm Regards,
Ayanda Mthimkhulu
Complaints Management Team
MTN South Africa's reply10 Dec 2018, 09:27
Official
Good day Beverley
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please give us a chance to look into this and revert back to you.
Warm Regards,
Ayanda Mthimkhulu
Complaints Management Team
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Please give us a chance to look into this and revert back to you.
Warm Regards,
Ayanda Mthimkhulu
Complaints Management Team
MTN South Africa's replyOfficial
10 Dec 2018, 14:11Good day Beverley
Thank you for your post.
Please note that there was no bill error on MTN's side. The invoice dated 26/07/2018 was the new bill for the month and the reason it was R113.08 was because of the pro rata. You will notice that you were allocated all your inclusive minutes as per your package. You then made a payment of R140.22 on 27/07/2018 which was for the invoice received on 01/07/2018. Please note that if you make a payment of R112.56 your account will be up to date and you'll only have to current balance still owing.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm Regards,
Ayanda Mthimkhulu
Complaints Management Team
Thank you for your post.
Please note that there was no bill error on MTN's side. The invoice dated 26/07/2018 was the new bill for the month and the reason it was R113.08 was because of the pro rata. You will notice that you were allocated all your inclusive minutes as per your package. You then made a payment of R140.22 on 27/07/2018 which was for the invoice received on 01/07/2018. Please note that if you make a payment of R112.56 your account will be up to date and you'll only have to current balance still owing.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm Regards,
Ayanda Mthimkhulu
Complaints Management Team
MTN South Africa's reply10 Dec 2018, 14:11
Official
Good day Beverley
Thank you for your post.
Please note that there was no bill error on MTN's side. The invoice dated 26/07/2018 was the new bill for the month and the reason it was R113.08 was because of the pro rata. You will notice that you were allocated all your inclusive minutes as per your package. You then made a payment of R140.22 on 27/07/2018 which was for the invoice received on 01/07/2018. Please note that if you make a payment of R112.56 your account will be up to date and you'll only have to current balance still owing.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm Regards,
Ayanda Mthimkhulu
Complaints Management Team
Thank you for your post.
Please note that there was no bill error on MTN's side. The invoice dated 26/07/2018 was the new bill for the month and the reason it was R113.08 was because of the pro rata. You will notice that you were allocated all your inclusive minutes as per your package. You then made a payment of R140.22 on 27/07/2018 which was for the invoice received on 01/07/2018. Please note that if you make a payment of R112.56 your account will be up to date and you'll only have to current balance still owing.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm Regards,
Ayanda Mthimkhulu
Complaints Management Team
BW
Beverley W's updateReviewer Update
10 Dec 2018, 15:52I do not owe you any money and have no intention of paying MTN what I do not owe you. My contract with MTN is to pay MTN R121.93 per month plus VAT which is what I have done. I was billed R121.93 plus vat (as per usual) in July, I was billed a further R98.33 plus vat (R33.04 - which is certainly not 15%, more like 30%) in July. I was billed the usual R121.93 in August. Please explain how this is not an error in your billing. Please also explain the vat amount of R33.04 on an amount of R98.33. I also strongly object to the intimidating manner in which you conduct your business. I have been a client of MTN's for more than 20 years, yet my service is suspended on 2 days notice and due to an error on your behalf. I do not get any responses to emails which I have sent and there is no clear route of how to escalate the matter. I will certainly not be renewing my contract with MTN and if this incorrect billing on your behalf is not rectified I will cancel my current contract. Please see the extract below from the summary of my account to see the incorrect billing.
Jul-18 N ********** R 121.93 R 0.00 R 0.00 R 0.00 R 18.29 R 140.22
Jul-18 N ********** R 98.33 R 0.00 R 0.00 R 0.00 R 33.04 R 113.08
Aug-18 N ********** R 121.93 R 0.00 R 0.00 R 0.00 R 18.29 R 253.30
BW
Beverley W's update10 Dec 2018, 15:52
Reviewer Update
I do not owe you any money and have no intention of paying MTN what I do not owe you. My contract with MTN is to pay MTN R121.93 per month plus VAT which is what I have done. I was billed R121.93 plus vat (as per usual) in July, I was billed a further R98.33 plus vat (R33.04 - which is certainly not 15%, more like 30%) in July. I was billed the usual R121.93 in August. Please explain how this is not an error in your billing. Please also explain the vat amount of R33.04 on an amount of R98.33. I also strongly object to the intimidating manner in which you conduct your business. I have been a client of MTN's for more than 20 years, yet my service is suspended on 2 days notice and due to an error on your behalf. I do not get any responses to emails which I have sent and there is no clear route of how to escalate the matter. I will certainly not be renewing my contract with MTN and if this incorrect billing on your behalf is not rectified I will cancel my current contract. Please see the extract below from the summary of my account to see the incorrect billing.
Jul-18 N ********** R 121.93 R 0.00 R 0.00 R 0.00 R 18.29 R 140.22
Jul-18 N ********** R 98.33 R 0.00 R 0.00 R 0.00 R 33.04 R 113.08
Aug-18 N ********** R 121.93 R 0.00 R 0.00 R 0.00 R 18.29 R 253.30