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SJ
Sean J

1 reviews | Active since Jul 2013

09 Oct 2017, 08:20

Horrible client experience when trying to resolve incorrect billing

It is now 7 days past the date I logged an issue with the billing on my 3G card. I have been incorrectly billed an amount in access of R3000 for calls on a sim installed in an iPad which cannot make calls.I do not Skype either. MTM DO NOT TELL ME TO CALL 808! I have every day following my reporting the issue. Only today I was told that it will now be marked as urgent. I was wondering if your CEO would be so kind as to invite me over for dinner as I have NO MONEY TO GO GROCERY SHOPPING... YES I AM LOOSING MY COOL WITH YOU AS YOU DO NOT GIVE A CONTINENTAL ABOUT ME AS A CLIENT!

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Replies (2)
MTN South Africa
MTN South Africa's reply17 Oct 2017, 15:41
Official

Good day Sean

Thank you for your post.

We apologize for the inconveniences that you have experienced. We completely understand the frustration it causes.

According to the feedback on the Reference number you have provided us (***) note that customer was on the legacy package and you cannot set Service Usage Limit on those package

Should you require any further assistance with your account, please write back to us and we will attend to the matter accordingly.

Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst

SJ
Sean J's update18 Oct 2017, 10:35
Reviewer Update
Hi Kabelo, Thank you for your reply. If this is correct why did the data cut off like it does every other month when the 2GB is depleted? Either your system is faulty or your billing is incorrect. Regardless I will pursue the matter through the Consumer Goods and Services Ombot. Interestingly my contract is due now for renewal. Do you think that after 23 years with MTN I will stay? I think not. I am very well connected in social media circles and feel it is my duty to ensure that the public learn of the shockingly poor client experience I and many others experience at the hands of a dysfunctional Customer Care department.. Just in case your are unclear with what I have said; I reject your explanation as it is baseless and unsupported by any facts such as itemized billing, tracking of destination IP addresses and so on. I hope you come back with a well thought through response with supporting data.