*****
I was given faulse information via telephone, to upgrade my internet package. When I realized this, the very next day I went to my nearest branch to report this and cancel the change of the Internet package. Immediately my existing Internet was cut off. It took me 2 weeks to get it back. Upon doing so I found that I was still charged for the change over and the new Internet during those 2 weeks. Even though the change was going to take place at the end of the month and I had canceled it because I was **** to, I was still charged for the swap over and for Internet usage which I didn't use as they had cut me off. It is now 7 months later and I am still fighting to get rid of this bill, that keeps going up in amount, which I do not owe. Every month they cut me off because of this bill, despite the fact that I still pay for my Internet. This month they cut me off again and they refuse to put it back on until the issue is sorted out. They cannot tell me how long this will take and in the mean time we are without Internet. Christopher Naidoo from Velocity needs to take responsibility for this as he is the one who gave me false information over the phone and did the swap over.
Helpful (0)
Replies (1)0
Replies (1)
MTN South Africa's replyOfficial
19 Apr 2016, 14:54Hello TylerCody,
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly be advised that the system reflect that the upgrade has been cancelled and the package migrated back to the Broadband lite package, however the back end system already captured the new upgrade done on the network and this was not cancelled. This package has been fixed on the network.
As per our online discussion the account will be credited for the October and November 2015 data charges. The credit will reflect in 3 working days the credit will be used against the account balance R 4,851.61 and the balance in credit on the account will be used against the future MTN invoices. As per the online conversation you will stay on the month to moth contract until you decide for upgrade or cancellation of the contract. The contract expired already 2014-07-07.
Once the credit reflect we will open the lines and remove the account from the legal status.
Kind Regards,
Alice van der Merwe
***
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly be advised that the system reflect that the upgrade has been cancelled and the package migrated back to the Broadband lite package, however the back end system already captured the new upgrade done on the network and this was not cancelled. This package has been fixed on the network.
As per our online discussion the account will be credited for the October and November 2015 data charges. The credit will reflect in 3 working days the credit will be used against the account balance R 4,851.61 and the balance in credit on the account will be used against the future MTN invoices. As per the online conversation you will stay on the month to moth contract until you decide for upgrade or cancellation of the contract. The contract expired already 2014-07-07.
Once the credit reflect we will open the lines and remove the account from the legal status.
Kind Regards,
Alice van der Merwe
***
Best regards,
MTN South Africa's reply19 Apr 2016, 14:54
Official
Hello TylerCody,
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly be advised that the system reflect that the upgrade has been cancelled and the package migrated back to the Broadband lite package, however the back end system already captured the new upgrade done on the network and this was not cancelled. This package has been fixed on the network.
As per our online discussion the account will be credited for the October and November 2015 data charges. The credit will reflect in 3 working days the credit will be used against the account balance R 4,851.61 and the balance in credit on the account will be used against the future MTN invoices. As per the online conversation you will stay on the month to moth contract until you decide for upgrade or cancellation of the contract. The contract expired already 2014-07-07.
Once the credit reflect we will open the lines and remove the account from the legal status.
Kind Regards,
Alice van der Merwe
***
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly be advised that the system reflect that the upgrade has been cancelled and the package migrated back to the Broadband lite package, however the back end system already captured the new upgrade done on the network and this was not cancelled. This package has been fixed on the network.
As per our online discussion the account will be credited for the October and November 2015 data charges. The credit will reflect in 3 working days the credit will be used against the account balance R 4,851.61 and the balance in credit on the account will be used against the future MTN invoices. As per the online conversation you will stay on the month to moth contract until you decide for upgrade or cancellation of the contract. The contract expired already 2014-07-07.
Once the credit reflect we will open the lines and remove the account from the legal status.
Kind Regards,
Alice van der Merwe
***
Best regards,