extra charges
<p>I took a contract with Mtn in Sept 2015. My charges were the same till I called to add roaming. To my understanding when you are roaming you need to have funds in your account as i have done this. According to Mtn advisor I was charged out of bundle rate which I then requested the number I called she and gave me my own number telling me that I was charged for calling myself from my phone.</p> <p> </p> <p>I asked her to log in a ticket to explain the charges as a person who is on a top up contract. Called again and only to be advised by a manager that I have a top up contract that is flexible meaning I can also accumulate charges. I asked him how I can accumulate charges and he advised me that I was supposed to buy roaming bundles. I tried to explain to him that the option he was giving me is for making international calls and he still argued that it is used to roaming bundles.</p> <p> </p> <p>Last month I accumulated charges for R70 and this month I've R200 worth of charges on my account. I would like a refund of the money as I have proof that I was recharging my phone from my account when I was away and what gives you a right to change the terms of our agreement after 18months.</p>
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MTN South Africa's replyOfficial
26 Jun 2017, 12:12Thank you for your post.
We apologize for the delayed response.
We apologize for the break down in service and for any inconvenience we might have caused you.
Kindly be advised that usage limit or credit limit due to apply while roaming even if the account has a usage limit for Top up option.
Note that if the caller calls you and you do not picked if will divert to voice mail you will be billed, to your number.
In the future the option is to request for SMS roaming service and remove voice mail before leaving SA.
The charges are valid.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply26 Jun 2017, 12:12
Official
Thank you for your post.
We apologize for the delayed response.
We apologize for the break down in service and for any inconvenience we might have caused you.
Kindly be advised that usage limit or credit limit due to apply while roaming even if the account has a usage limit for Top up option.
Note that if the caller calls you and you do not picked if will divert to voice mail you will be billed, to your number.
In the future the option is to request for SMS roaming service and remove voice mail before leaving SA.
The charges are valid.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's replyOfficial
26 Jun 2017, 12:14Kindly be advised that usage limit or credit limit not apply while roaming even if the account has a usage limit for Top up option.
Best regards,
MTN South Africa's reply26 Jun 2017, 12:14
Official
Kindly be advised that usage limit or credit limit not apply while roaming even if the account has a usage limit for Top up option.
Best regards,
's updateReviewer Update
26 Jun 2017, 17:38Thank you for your email but my concern is that why do your call center agents not advise customers of this when you call to acvtivate roaming as I always do roaming everytime when i go out of the country and has never received a high bill. Can you explain what was going on with all the money that I was topping up when i was out of the country which was meant for data and calling.
's update26 Jun 2017, 17:38
Reviewer Update
Thank you for your email but my concern is that why do your call center agents not advise customers of this when you call to acvtivate roaming as I always do roaming everytime when i go out of the country and has never received a high bill. Can you explain what was going on with all the money that I was topping up when i was out of the country which was meant for data and calling.