Faulty billing and lack of service

<p>On the afternoon of Monday, 3 October 2016 I loaded 2 gig data at R260.00 on the sim card I use for my laptop. I logged in on the afternoon of Tuesday, 4 October 2016 and was on my laptop for about an hour. I accessed the usual websites, nothing out of the ordinary. I logged in again on the afternoon of Wednesday, 5 October 2016 and to my shock all my data was depleted. I checked my modem to find out that I had used up only a few kilobytes on the 4th October. </p> <p> </p> <p>I immediately contacted the MTN customer service centre and logged a call. I was given a reference number and advised that my query would be resolved within 24 hours and that if I do not hear from MTN within that period I should call the customer centre. I called MTN again on Friday, 7 October 2016 and after a long wait I was advised that the department I got through to was not able to resolve my query and was transferred to the Technical department (which call was dropped because the number dialled was incorrect). I then called again and yet again the same thing happened (call was dropped due to the incorrect number). I called again, but this time around I directed my call to MTN Direct where the consultant transferred me to the Accounts dept. I explained my situation and was advised that another call needed to be logged and that I would be contacted with the feedback (which never happened).</p> <p> </p> <p>On Monday, 10 October 2016 I called MTN customer service centre again and provided the consultant with a reference number for my previous call. I was asked to stay on the line while the consultant was checking the records and she then advised me that another call had to be logged in order to obtain a detailed report. I explained to the consultant that I needed my query resolved like yesterday as I could not access my laptop and that my life was basically on hold since I had no data left. She said she would mark it urgent and that I would be notified of the outcome in about 2 working days. I waited and the 2 working days went by, MTN did not call and the report which was supposed to have been forwarded to me (as advised by the consultant I spoke to). I was forced to buy more data (1 gig at R160) in order to be able to access my laptop for the information that had become extremely urgent.</p> <p> </p> <p>I am extremely disappointed by the lack of accountability on MTN staff’s part. I am still in limbo as I do not know what happened to my data. I had to spend more money than I had bargained for due to faulty billing. I expect MTN to reload the remainder of the 2 gig data I loaded on Monday, 3 October 2016 and also a refund of R160.00 for the 1 gig data I had to load on 11 October 2016. Here are the 3 reference numbers I was given for the queries I logged 1) REQ ********** , 2) SMC ********** 7726, 3) ********** 21</p>