Excessive Data Charges
<p>In November last year my IPhone was ******. Sadly I had to incur the costs of a new phone. When the phone was set up it had the setting on Auto App Update. Little did I know this would cause my data bundle to be exceeded. In November and December. I was away in Dec and did not see the bill. In Jan I got the fright of my life. Data costs for exceeding my bundle saw me getting a bill of R7000 for Nov and R9 000 for Dec. all local data costs. What is so disappointing is that my husband gets data usage warnings from Vodacom but MTN do not and happily charge us clients whilst we are blissfully unaware. Of course I have contacted MTN but they have not come back to me. </p>
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Replies (2)'s updateReviewer Update
21 Feb 2017, 20:44Unbelievable. Not only do MTN not reply to logged call center queries. They have not bothered to reply to my Hello Peter complaint. I wonder if these issues are covered by the Consumer Protection Act?
's update21 Feb 2017, 20:44
Reviewer Update
Unbelievable. Not only do MTN not reply to logged call center queries. They have not bothered to reply to my Hello Peter complaint. I wonder if these issues are covered by the Consumer Protection Act?
MTN South Africa's replyOfficial
22 Feb 2017, 16:11Good day Nikki,
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.
We completely understand the frustration that this caused but "Auto app updates" are device settings and not network settings so is completely up to the device user to amend these device settings accordingly as costs incurred due to device settings are liable fro by the account holder.
In future should you not wish to incur any data costs after your monthly data provisioning has depleted, you will need to set a usage limit on your line by dialing *141*5#, select "manage usage" then further select "manage usage limits" and you will then be prompted top enter a usage amount of choice where R0.00 will ensure that you do not go a cent over and above your monthly provisioning.
You can also use the above USSD code to manage your usage alerts i.e. You can set your device to alert you when you have used R10.00 (for example) of your usage limit - This will apply if you have set your usage limit at an amount over R0.00 as previously advised.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
REQ:***
Best regards,
MTN South Africa's reply22 Feb 2017, 16:11
Official
Good day Nikki,
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.
We completely understand the frustration that this caused but "Auto app updates" are device settings and not network settings so is completely up to the device user to amend these device settings accordingly as costs incurred due to device settings are liable fro by the account holder.
In future should you not wish to incur any data costs after your monthly data provisioning has depleted, you will need to set a usage limit on your line by dialing *141*5#, select "manage usage" then further select "manage usage limits" and you will then be prompted top enter a usage amount of choice where R0.00 will ensure that you do not go a cent over and above your monthly provisioning.
You can also use the above USSD code to manage your usage alerts i.e. You can set your device to alert you when you have used R10.00 (for example) of your usage limit - This will apply if you have set your usage limit at an amount over R0.00 as previously advised.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
REQ:***
Best regards,