EXTREMELY UNHAPPY CLIENT
<p>i was a client from Autopage cellular who was moved over to MTN beginning of Mar 2016.</p> <p>I had a contract with Autopage and expected my entire profile would be moved over like the capping of my account etc.</p> <p>a week ago I got a sms stating my account is in arrears. Due to the fact that I knew I have been paying my account I popped into the MTN store only to be told that I have been using extra airtime and data and that my account is R2000 in arrears. I was flabbergasted as I never knew how that could be possible.</p> <p>I buy additional airtime and convert it but apparently the system also somehow charges??</p> <p>Apparently my account was open and I could somehow spend extra. I still dont know how??</p> <p>I have never received a statement either so I was none the wiser as to ANY ADDITIONAL costs that I was running up.</p> <p>The lady in the store capped it for me and told me to call 808 which I did.</p> <p>I got a ref number and Ayanda told me she would send the legal department a message to call me and sort out the query. To date no calls received.</p> <p>This morning my phone got suspended.</p> <p>2 calls later I am told that I need to pay R1700 to unblock my phone.</p> <p>I budget for my monthly cell account and now I am expected to pay for costs incured due to MTN not bringing my account over as per my signed contract with Autopage Cellular.</p> <p>Why must I be held responsible for their error??</p> <p>Charlotte at the call centre today told me that Ayanda gave me incorrect info and thats why nobody called me?</p> <p>Charlotte said she would send a email enquiring about the account but that I still needed to pay for my phoned to be opened/unblocked.</p> <p>This is totally unacceptable as it is an error from your side and not mine.</p> <p> </p>
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Replies (4)
MTN South Africa's replyOfficial
28 Jul 2016, 09:26Good day Jennifer Pretorius,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Kindly be advised that our system shows that you are on an open MTN Choice 100 minutes contract. May you kindly fax us the signed contract with Autopage showing that you requested for your contract to be capped to ********** 772. A request has been logged with billing department to resend the statements for the invoice dated 2016-03-16 to 2016-07-16, REQ: ********** .
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards,
Ayanda
REQ: **********
Best regards,
MTN South Africa's reply28 Jul 2016, 09:26
Official
Good day Jennifer Pretorius,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Kindly be advised that our system shows that you are on an open MTN Choice 100 minutes contract. May you kindly fax us the signed contract with Autopage showing that you requested for your contract to be capped to ********** 772. A request has been logged with billing department to resend the statements for the invoice dated 2016-03-16 to 2016-07-16, REQ: ********** .
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards,
Ayanda
REQ: **********
Best regards,
MTN South Africa's replyOfficial
28 Jul 2016, 09:31Good day Jennifer Pretorius,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Kindly be advised that our system shows that you are on an open MTN Choice 100 minutes contract. May you kindly fax us the signed contract with Autopage showing that you requested for your contract to be capped to ********** 772. A request has been logged with billing department to resend the statements for the invoice dated 2016-03-16 to 2016-07-16, REQ: ********** .
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards,
Ayanda
REQ: **********
Best regards,
MTN South Africa's reply28 Jul 2016, 09:31
Official
Good day Jennifer Pretorius,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Kindly be advised that our system shows that you are on an open MTN Choice 100 minutes contract. May you kindly fax us the signed contract with Autopage showing that you requested for your contract to be capped to ********** 772. A request has been logged with billing department to resend the statements for the invoice dated 2016-03-16 to 2016-07-16, REQ: ********** .
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Regards,
Ayanda
REQ: **********
Best regards,
's updateReviewer Update
29 Jul 2016, 10:30Hi
I have my contract with Autopage with me.
I am on a My MTNChoice 100 which was capped so I couldnt use up more than my monthly given amount.
Nino was my sales consultant and he capped the contract amount for me. I specifically remember him capping it for me as he had to add it onto the system while I waited there.
Thats also exactly what the MTN sales consultant did on the 19th July when I went into the branch to query why I received the sms to say my account is in arrears.
To date not a single call has been received from your office to assist me with this query.
The feedback on this platform states I must fax my contract to you yet the number is blocked out with ***
I now (after going to the MTN branch) understand that I used additional data however I wasnt aware of this and also never received a statement from you. Had action on your part been taken from the first month I would have been able to curb the expenses.
This is my number where I do business from. I havent been able to do any business as my phone is blocked.
I cannot afford to pay R2000 additional so I need to make arrangements to pay this off. I have a budget of R329 per month which I cannot just increase. Times are tough as you are aware and I most certainly dont want to run away and not pay my account but I also need to be realistic and do what is right for me.
Can someone please contact me..... one of your managers who can make decisions on how to go forward to resolve this matter which can be beneficial for both myself and MTN
's update29 Jul 2016, 10:30
Reviewer Update
Hi
I have my contract with Autopage with me.
I am on a My MTNChoice 100 which was capped so I couldnt use up more than my monthly given amount.
Nino was my sales consultant and he capped the contract amount for me. I specifically remember him capping it for me as he had to add it onto the system while I waited there.
Thats also exactly what the MTN sales consultant did on the 19th July when I went into the branch to query why I received the sms to say my account is in arrears.
To date not a single call has been received from your office to assist me with this query.
The feedback on this platform states I must fax my contract to you yet the number is blocked out with ***
I now (after going to the MTN branch) understand that I used additional data however I wasnt aware of this and also never received a statement from you. Had action on your part been taken from the first month I would have been able to curb the expenses.
This is my number where I do business from. I havent been able to do any business as my phone is blocked.
I cannot afford to pay R2000 additional so I need to make arrangements to pay this off. I have a budget of R329 per month which I cannot just increase. Times are tough as you are aware and I most certainly dont want to run away and not pay my account but I also need to be realistic and do what is right for me.
Can someone please contact me..... one of your managers who can make decisions on how to go forward to resolve this matter which can be beneficial for both myself and MTN
's updateReviewer Update
12 Oct 2016, 17:20This matter is STILL NOT SORTED!!!
's update12 Oct 2016, 17:20
Reviewer Update
This matter is STILL NOT SORTED!!!