Double debit order
This was my first complaint on 6 Sep 2017: My debit order for my MTN contract got deducted double this month. I did send MTN an email to find out why this happened and described it to me as the following: "Please be advised that the price increase was due to the falling of discounts for the Recurring internet 2GB and Recurring MTN to MTN 200 minutes. Discounts for these services were only for the 1st twelve months of your contract, they are then chargeable afterwards. Kindly advise if you would like to remove them." I rep**** to the email to let them know to please remove these items and also requested a credit as I was not informed of this falling discount. I never asked for them to still add these products on my contract. In my contract it states that MTN should communicate these changes to their clients 20 days in advance should I like to remove them. I received no feedback from MTN. This morning I wrote another email and told them if I don't receive feedback I will report them. Still no feedback. I tried to dial their customer care number more then 3 times. You never get through to a consultant. I think this is very poor customer service. Thankfully m contract will be over in March and I will move my contract.
I received this reply 7 Sep 2017: Dear Marizanne,
Thank you for bringing this matter to our attention.
We are pleased to announce that the issue with regards to the accounts that were double debited has been resolved.
All affected customers have been refunded and the funds are expected to reflect today.
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, I we highly appreciate your feedback as it will assist us in becoming better at what we do.
Warm regards,
Willem Jnr Loots
MTN Complaints Management Team
Up to today I still haven't received any refund from MTN. I then phone MTN to try and sort this mess out. I finally got hold of an operator who said she will lodge a querie for me and MTN will get back to me in the following 24 hours. The call was made on 12 September 2017. Up to today 18 September I haven't heard back from MTN. I am really so disappointed in MTN. I will not urge anyone who ever asks me to get connected with MTN. I have never seen such bad client service.
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MTN South Africa's replyOfficial
19 Sept 2017, 12:37Good day,
Thank you for your post.
We apologize for the inconveniences that you have experienced. We completely understand the frustration it causes.
We would like to advise that the matter of the promotional 12month deal is now cancelled and you will be able to see that on your next invoice.
This leaves the matter of a credit. We will be crediting your MTN account for the difference that was paid extra on the account.
This then as it is will leave you with a positive balance and will reduce your next debit order instalment by R420.
Should you require any further assistance with your account, please write back to us and we will attend to the matter accordingly.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
MTN South Africa's reply19 Sept 2017, 12:37
Official
Good day,
Thank you for your post.
We apologize for the inconveniences that you have experienced. We completely understand the frustration it causes.
We would like to advise that the matter of the promotional 12month deal is now cancelled and you will be able to see that on your next invoice.
This leaves the matter of a credit. We will be crediting your MTN account for the difference that was paid extra on the account.
This then as it is will leave you with a positive balance and will reduce your next debit order instalment by R420.
Should you require any further assistance with your account, please write back to us and we will attend to the matter accordingly.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
's updateReviewer Update
03 Oct 2017, 06:18Good day. Once agaim my debit order went off today with the full amount. The R420 was not credited.
On my firts hello peter complaint they said they would refund me on the second one you said that this months debit order would be credited with R420. None of this happened. I guess this is all empty promises. I really disappointed in the client service of MTN. I would like to cancel my whole account. If I don't get he R420 back by tomorow I am contacting Carte Blanch.
's update03 Oct 2017, 06:18
Reviewer Update
Good day. Once agaim my debit order went off today with the full amount. The R420 was not credited.
On my firts hello peter complaint they said they would refund me on the second one you said that this months debit order would be credited with R420. None of this happened. I guess this is all empty promises. I really disappointed in the client service of MTN. I would like to cancel my whole account. If I don't get he R420 back by tomorow I am contacting Carte Blanch.