ES
Estienne S
1 reviews | Active since Jul 2012
17 Jul 2018, 10:25
********** deductions from MTN
MTN could not deduct my premium last month (was waiting for salary). This is the first time this happened and I have been with them for MANY years.
I took it upon myself to contact them and arranged a “jab” to make that payment. This was done over the phone and yesterday I received the notification that the money was deducted with bank charges which I am okay with. I then receive a message stating that they will again on the 20th deduct this payment for a second time plus my normal debit amount. Meaning three times in total. I thought this might be an error on their part and decided to phone MTN once again.
A gentleman then informed me that someone should have explained to me that this is how they work. Nothing like this was explained to me (go listen to my recording). I was then informed that i can only ask for a refund AFTER the deduction (which im trying to avoid) has gone off.
Legally this is *****. They are deducting the penalty amount twice meaning I will pay the excess twice. I am going to refer this matter to the ombudsman if MTN does not contact me immediately.
Do not do business with this ********** company. CellC and Vodacom has better packages im sure. I am beyond livid!!!!!!!!
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MTN South Africa's replyOfficial
23 Jul 2018, 11:45Dear Estienne,
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
Please note I have logged a refund request for the balance to repaid into your bank account. Please allow between 3 to working days for the refund to processed.
Herewith is your reference number *** for the refund request.
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.
Sincerely,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,
MTN South Africa's reply23 Jul 2018, 11:45
Official
Dear Estienne,
Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
Please note I have logged a refund request for the balance to repaid into your bank account. Please allow between 3 to working days for the refund to processed.
Herewith is your reference number *** for the refund request.
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.
Sincerely,
Willem Jnr Loots
MTN Complaints Management Team
Best regards,