INCORRECT DATA USAGE : POOR SERVICE
<p>Since January 2017 my account has increased from between R1800 and R2200 per month to between R4000 and R6000. This is highly disputeable as I don't use my phone for business use since November 2016. I also make use of my Telkom WiFi, thus, my phone usage is supposed to go down by two thirds and even more! After numerous calls logged and tickets created at MTN, I still haven't received a detailed data usage billing. I've even contacted their legal department and they say they cannot help me. WHAT MUST I DO TO GET SERVICE AND A REACTION FROM MTN?</p>
Helpful (0)
Replies (2)0
Replies (2)
MTN South Africa's replyOfficial
12 Apr 2017, 17:53Thank you for your post
We sincerely apologize for any inconvenience you may have experienced with our service.
Please be advised that the charges on the invoices dated 2017-01-16 to 2017-02-16 were investigated and validated correct by our billing support team, reference number: ***. We have requested the network usage report for the investigation to be emailed to you.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
Complaints Management Team
Reference Number: ***1
Best regards,
MTN South Africa's reply12 Apr 2017, 17:53
Official
Thank you for your post
We sincerely apologize for any inconvenience you may have experienced with our service.
Please be advised that the charges on the invoices dated 2017-01-16 to 2017-02-16 were investigated and validated correct by our billing support team, reference number: ***. We have requested the network usage report for the investigation to be emailed to you.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards
Siphumezo
Complaints Management Team
Reference Number: ***1
Best regards,
's updateReviewer Update
13 Apr 2017, 07:57Good Day Siphumezo
Thank you for your reply.
I however still have not received any feedback regarding the month 2017-02-16 to 2017-03-16. Also, I highly dispute these months' data usage as I did not use my data as in the past. I have WiFi that I use most of the time. My unhappiness also escalated due to no feedback from MTN team. You stated that it was investigated and found to be correct but I had no feedback or report as requested.
I've been a customer at MTN for 10+years and with the transition from Autopage to MTN also had bad experience, but being loyal to MTN I left the issue and now pay dues for money already paid to Autopage. That left aside, I cannot give MTN the benefit of the doubt a second time and put myself in a financial situation once again when I know that somewhere there is a problem.
I trust you understand my frustration and if you go back on my contract history you will see that I've been loyal and committed to MTN for a very long time. This however is starting to change due to the bad experience I currently have.
Kind Regards
Mariëtte Stapelberg
's update13 Apr 2017, 07:57
Reviewer Update
Good Day Siphumezo
Thank you for your reply.
I however still have not received any feedback regarding the month 2017-02-16 to 2017-03-16. Also, I highly dispute these months' data usage as I did not use my data as in the past. I have WiFi that I use most of the time. My unhappiness also escalated due to no feedback from MTN team. You stated that it was investigated and found to be correct but I had no feedback or report as requested.
I've been a customer at MTN for 10+years and with the transition from Autopage to MTN also had bad experience, but being loyal to MTN I left the issue and now pay dues for money already paid to Autopage. That left aside, I cannot give MTN the benefit of the doubt a second time and put myself in a financial situation once again when I know that somewhere there is a problem.
I trust you understand my frustration and if you go back on my contract history you will see that I've been loyal and committed to MTN for a very long time. This however is starting to change due to the bad experience I currently have.
Kind Regards
Mariëtte Stapelberg