JG
Junaid G
1 reviews | Active since Mar 2018
27 Mar 2018, 15:17
Incorrect billing amounts
My account has been **********ly hacked. There is an amount of R666.10 that is being debited which I have no record of ever taking out a contract for this amount. This will be debited for the first time on the 1st. My wife has had the same problem. The only difference is that her account has been debited from June 2017 and the account is still being debited with an amount she has no record of. I asked the call centre as to why they have not stopped the debit order and they said they can only stop it when they case has been resolved. They have not given any feedback on the investigations of her account. I want answers on how these issues on both my wifes account and my account can be resolved. #MTNSouthAfrica
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MTN South Africa's replyOfficial
03 Apr 2018, 13:31Good day Junaid,
Thank you for taking the time to raise your concerns and affording us the opportunity to address them.
It is only through these concerns brought to our attention that we can identify and address areas that need our urgent intervention.
Please note that we have logged a query with the billing team to kindly investigate the invoice dated 2018-03-20 (E***) for R666.99 as we have noticed this amount is higher than your normal invoiced amount as per the package you are on. the reference for this escalations is *** as SMSed to you. You will also be notified by SMS as soon as the query has been resolved.
With regards to your wife's account, kindly advise her to contact *** and they will assist further as we are not, as per the business rules, permitted to assist third parties unless we receive written (with account holder's signature) communication from the account holder advising that you have authority to make enquiries and/or changes on the account holder's account. This will need to be accompanied by both your and the account holder's ID copies.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
MTN South Africa's reply03 Apr 2018, 13:31
Official
Good day Junaid,
Thank you for taking the time to raise your concerns and affording us the opportunity to address them.
It is only through these concerns brought to our attention that we can identify and address areas that need our urgent intervention.
Please note that we have logged a query with the billing team to kindly investigate the invoice dated 2018-03-20 (E***) for R666.99 as we have noticed this amount is higher than your normal invoiced amount as per the package you are on. the reference for this escalations is *** as SMSed to you. You will also be notified by SMS as soon as the query has been resolved.
With regards to your wife's account, kindly advise her to contact *** and they will assist further as we are not, as per the business rules, permitted to assist third parties unless we receive written (with account holder's signature) communication from the account holder advising that you have authority to make enquiries and/or changes on the account holder's account. This will need to be accompanied by both your and the account holder's ID copies.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,