********** SERVICE FROM MTN

I do not even have words in my vocabulary to describe the ********** service I received from MTN!

When my monthly debit order went off at the beginning of December I noticed that the amount that was taken was almost double than what it was suppose to be.

I phoned the Contact Centre and spoke to Mabongi. I informed her that the amount that was debited from my account was incorrect and I wanted to know the reason for this.

Mabongi informed me that my monthly data bundle expired but that I started to incrue costs from my usage limit because after my data bundle expired I continued to use data.

Now, according to my contract with MTN, which I signed around April 2017, I am suppose to receive 2GB on a monthly basis and if that data runs out then I will have to recharge myself. I told Mabongi that I never agreed to / received a new contract where I agreed to any contract changes and that I expect to be refunded. This lady did not have a clue on how to resolve my query so I requested to speak to a manager. That Manager was suppose to phone me back that same day - which surprise, surprise did not happen.

I phoned again and spoke to Nokulunga - who I could hear was a bit more knowledgeable. This gave me comfort because I was confident that this lady would solve my problem. But yet again DISSAPOINTMENT came my way...

I explained my situation but the simple answer I received was that MTN send their customers an sms informing them of this change - an sms that I never received. Apparently, the customer have to reply NO to that sms if they do not want to use / pay for additional data using this format. If no reply to this sms is received then MTN will ASSUME that the customer agreed to the changes to their contract. So basically, MTN does not value their customers enough to atleast give the customers a call informing them that this change will have a financial impact on them.... MTN just ASSUMES that the customer will be content with it.

Also, while I was speaking to Nokulunga the noise level in that Contact Centre was so load that it was almost impossible to hear everything that she said. Now anyone that has experience in Contact Centres knows that one of the crucial things that should be managed is the noise levels in the Contact Centre....

None the less, I was not happy with her response and again asked to be contacted by a manager. Nokulunga said that she will log my complaint and also send an email to a manager to contact me back. I immediately received an sms that informed me my query was logged and that it will be looked into.

The following day I received an sms confirming that my problem was resolved but still have not received any call from a manager. That sms said that if the same problem occurs that I must phone then within 48 hours. Now, by confirming that my query was resolved I expected to be refunded the money I DID NOT agree to be debited. Yet again - no one contacted me to explain what was resolved.

Two days passed and I still did not receive my refund - just fyi, also havent received a call from the manager as yet. Also, even after two calls made to MTN where I expressed my dissatisfaction about this issue and that I made it clear that I do not want anything changed to my contract - I received the infamous sms the two previously mentioned ladies told me about!!! INFORMING ME THAT I AM GOING TO INCRUE EXTRA COSTS BECAUSE MY DATA IS FINISHED!!!! Did these two ladies simply not understand what I told them or did they just not CARE???

So again I phoned the Contact Centre and immediately requested to speak to a manager / supervisor. A team leader came to assist - if that is even what you can call it. I AGAIN explained my situation and again received the answer that an sms was sent and if no reply was received from the customer then MTN will ASSUME that the customer agrees to the changes to their contract. I also asked about the sms that I received this morning where it states that I will AGAIN incrue extra costs. The team leader told me that I was suppose to de-activate it from my side - something that I was not informed of in the two previous discussions.

To conclude: I have still not received any joy from this situation so I again requested to be contacted by a manager - now for the 3rd time... Lets see if that is going to happen. I expect to be refunded ASAP!!

How arrogant is MTN that they can just ASSUME that they can make changes to their customers contracts - which will have a financial impact on them - without proper notification. As if living expenses in SA are not already extremely high, MTN feels comfortable enough to further ***** from their customers!!

Lets see if I am going to get a response from anyone at MTN - usually no response is received. And by response I mean a phone call - not a standardised sms / email used to send to customers!