Illogical thinking on MTN's part
My dad took a contract out last year 2017 but has recently passed away, and I fully understand that there are rules and whatnot when it comes to business BUT my mom phoned mtn after my dad passed and they were unhelpful. My mom managed to get some help this week and was told that she should pay the money (she is not the account holder) and then the phones won't be suspended. Well today all phones service was suspended. Since my mom can't contact them due to this, I did - just to be told that my mom isn't the account holder, and must take a copy of the death certificate into an mtn store before she gets any service. But they accepted her payment into the account? My mom can't just get to an mtn store at 16H30 in the afternoon seeing as though a "competent"mtn store is more that 30 minutes away from her (an mtn 10 minutes away says they can't help with this). I just think this rule of not being the account holder when the account holder HAS DIED but you've paid the bill in order to get service and you still don't after paying is rather unfair and exploitative.
Good day Suanne,
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Our sincere condolences for the loss of Mr William Henry Smith.
Thank you for your time online and for the contact details for your mom Magda to be contacted regarding our late MTN account holder Mr. William Henry Smith MTN account.
The account is in good order and payment received on time. Thank you.
I have been in contact with your mom Magda for assistance to assist me with the MTN account details.
Account suspension is lifted.
MTN account A***:
We have apologised to Magda for the agent not assisting her with the MTN bank payment details to make payment.
I have explained to your mom that they will not assist with any MTN account details due to your mom do not have authority on the account, due to the new POPI act . However the agent had no excuse not to assist your mom with the MTN bank details.
Cell number *** used by Mr Smith this line only expires 2019-10-26.
We need to cancel the contract, I have explained to Magda that the device need to be returned back to MTN Head office due to the contract expired date only due in 2019 , Magda informed me she wish to keep the device due to sentimental reasons. In this case the system will then generate an early termination fee for the device value and this will be payable to MTN to keep the device. The estate for Mr Smith can make the payment to MTN for the early termination fee.
The account is placed on cash at the moment to prevent for un- paid debit orders and RD fee charges to the account of R11.50.
I have attached to you the bank change request to update Magda bank details on the account for the debit order to be re-instated and debited.
A transfer request can be done as well to transfer the other 2 numbers into her name, this will take +-5 working days for the vetting department to approve the transfer. Account number A*** will be cancelled and new account number will be created in your Mom name. Note the account will have a transfer charge as well see the transfer pack attached. All airtime, data, sms and minutes will stay on the sim card only the account number will change.
We require the death certificate and ID copy for the contract to be cancelled for the account not to be billed further for future invoices. Please just confirm if the cell number for the cancellation request is correct. ***). The Retentions department will assist with the early termination quote for the device.
Please complete the change application attached both ID copy’s for the third party bank details to be used. for monthly debits for the active lines.
Expire date information:
*** Expire date is due 2019-10-26
*** Expire date is due 2019-10-26
*** Expire date is due 2019-10-26
Please email all the documentation back to me for further assistance. If you mom decide to do the transfer to her name this can be emailed to me the transfer request we will escalated to our vetting department for assistance with the transfer in your mom name.
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number.
My email address ***
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
Good day Suanne,
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Our sincere condolences for the loss of Mr William Henry Smith.
Thank you for your time online and for the contact details for your mom Magda to be contacted regarding our late MTN account holder Mr. William Henry Smith MTN account.
The account is in good order and payment received on time. Thank you.
I have been in contact with your mom Magda for assistance to assist me with the MTN account details.
Account suspension is lifted.
MTN account A***:
We have apologised to Magda for the agent not assisting her with the MTN bank payment details to make payment.
I have explained to your mom that they will not assist with any MTN account details due to your mom do not have authority on the account, due to the new POPI act . However the agent had no excuse not to assist your mom with the MTN bank details.
Cell number *** used by Mr Smith this line only expires 2019-10-26.
We need to cancel the contract, I have explained to Magda that the device need to be returned back to MTN Head office due to the contract expired date only due in 2019 , Magda informed me she wish to keep the device due to sentimental reasons. In this case the system will then generate an early termination fee for the device value and this will be payable to MTN to keep the device. The estate for Mr Smith can make the payment to MTN for the early termination fee.
The account is placed on cash at the moment to prevent for un- paid debit orders and RD fee charges to the account of R11.50.
I have attached to you the bank change request to update Magda bank details on the account for the debit order to be re-instated and debited.
A transfer request can be done as well to transfer the other 2 numbers into her name, this will take +-5 working days for the vetting department to approve the transfer. Account number A*** will be cancelled and new account number will be created in your Mom name. Note the account will have a transfer charge as well see the transfer pack attached. All airtime, data, sms and minutes will stay on the sim card only the account number will change.
We require the death certificate and ID copy for the contract to be cancelled for the account not to be billed further for future invoices. Please just confirm if the cell number for the cancellation request is correct. ***). The Retentions department will assist with the early termination quote for the device.
Please complete the change application attached both ID copy’s for the third party bank details to be used. for monthly debits for the active lines.
Expire date information:
*** Expire date is due 2019-10-26
*** Expire date is due 2019-10-26
*** Expire date is due 2019-10-26
Please email all the documentation back to me for further assistance. If you mom decide to do the transfer to her name this can be emailed to me the transfer request we will escalated to our vetting department for assistance with the transfer in your mom name.
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number.
My email address ***
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,