DA
DEREK A
1 reviews | Active since Feb 2017
01 Feb 2017, 16:08
Incorrect billing for data
<p>my wife has been billed a ridiculous amount for data that was not used- she has a package and is on WIFI all day. her phone is set to only update etc on WIFI and these settings were confirmed at the i-store. She received a bill in Dec for R8000+ wheb her bill is never more than R3000. 00. We went to the MTn shop in Morningside to query it and were told we needed to apply for itemized billing first. we did this...3 times and only received it after I took to twitter. we reversed that amount as we were told that an internal verification said the amount was correct but never provided us with evidence thereof. Now they have billed her for a further R6014 in addition to that, saying that is her current bill. She in the meantime has kept her data off and take photos everyday of the usage via the *141# function- there is no way that bill is correct.</p> <p> </p> <p>MTN- your service is ****. we have asked for assistance at your offices; the front desk person referred it up the chain. the next person is not able to assist and that is where it stopped. we have had the same account for over 20 years under Autopage and never had a single issue. Maybe you guys need to catch a wake up. This is unacceptable and if it is not rectified I will go the legal route as well as returning to social media. </p>
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Replies (5)
MTN South Africa's replyOfficial
08 Feb 2017, 13:38Thank you for your post.
We apologize for any inconvenience incurred.
Kindly be advised that the billing department has investigated the charges for the extra data usage. This contract is on an open Anytime 12000 package. The billing department has placed a note on the account that the data charges are valid.
We have escalated the complaint to the billing department to send to you the proof on the URL report that the sim card was used and that the handset device connection was not switch off while using the WIFI.
The billing period for this account is from the 16th to the 16th of the next month.
We have requested from the billing department to assist with feedback and the URL reports.
Kind Regards,
Alice van der Mewe
REQ:***
Best regards,
MTN South Africa's reply08 Feb 2017, 13:38
Official
Thank you for your post.
We apologize for any inconvenience incurred.
Kindly be advised that the billing department has investigated the charges for the extra data usage. This contract is on an open Anytime 12000 package. The billing department has placed a note on the account that the data charges are valid.
We have escalated the complaint to the billing department to send to you the proof on the URL report that the sim card was used and that the handset device connection was not switch off while using the WIFI.
The billing period for this account is from the 16th to the 16th of the next month.
We have requested from the billing department to assist with feedback and the URL reports.
Kind Regards,
Alice van der Mewe
REQ:***
Best regards,
DA
DEREK A's updateReviewer Update
16 Feb 2017, 12:05thanks - this dispute is over a couple of months' billing. dating back to October I believe. i havent received anything yet other than threats to switch off the phone. i have no problem paying but there is no way these amounts are correct.
DA
DEREK A's update16 Feb 2017, 12:05
Reviewer Update
thanks - this dispute is over a couple of months' billing. dating back to October I believe. i havent received anything yet other than threats to switch off the phone. i have no problem paying but there is no way these amounts are correct.
DA
DEREK A's updateReviewer Update
17 Feb 2017, 09:56then today we receive these 2 sms:
Yello, kindly pay R 14286.74. immediately to avoid full service suspension and Legal Action. Pay at ABSA Bank account no. ********** 150. Kind Regards, MTNSA
and
Y'ello. Your account has been credited with your monthly inclusive 1.2GB data bundle. To check your balances dial *141#. T and Cs apply. WE ARE PAYING FOR 2GB OF DATA.
it cant be that hard to rectify, surely?
DA
DEREK A's update17 Feb 2017, 09:56
Reviewer Update
then today we receive these 2 sms:
Yello, kindly pay R 14286.74. immediately to avoid full service suspension and Legal Action. Pay at ABSA Bank account no. ********** 150. Kind Regards, MTNSA
and
Y'ello. Your account has been credited with your monthly inclusive 1.2GB data bundle. To check your balances dial *141#. T and Cs apply. WE ARE PAYING FOR 2GB OF DATA.
it cant be that hard to rectify, surely?
DA
DEREK A's updateReviewer Update
21 Feb 2017, 11:16please respond!
DA
DEREK A's update21 Feb 2017, 11:16
Reviewer Update
please respond!
DA
DEREK A's updateReviewer Update
24 Feb 2017, 09:40Stille waiting! and the invoice for the current month has just arrived:
Yello, this is a friendly reminder that your bank account will be debited for the amount of R 16603.48 on the 28/02/2017. Kind Regards, MTNSA
the diffrence between the amounts is R2316.74 which is about the average cost on this account per month for the last couple of years so clearly the R14286.74 for two months is a load of ****!
DA
DEREK A's update24 Feb 2017, 09:40
Reviewer Update
Stille waiting! and the invoice for the current month has just arrived:
Yello, this is a friendly reminder that your bank account will be debited for the amount of R 16603.48 on the 28/02/2017. Kind Regards, MTNSA
the diffrence between the amounts is R2316.74 which is about the average cost on this account per month for the last couple of years so clearly the R14286.74 for two months is a load of ****!