Incorrect Invoicing

Item: MTN South Africa
Rating: 1
Author: Naledi K

To whom it may concern,

I received a statement from MTN on the 18th September 2020 and realized that my outstanding balance was R692.19 and I called the customer service number after speaking to numerous consultants I eventually received an assistance from Maloase Mavis Radebe, I explained to her about the amount reflecting on my account and she looked on my profile then advised that on the system it shows that I didnt make a payment for June 2020, i then explained to her that I never miss a payment then i sent her proof of payment(my statement) on the 22nd September 2020, on the 25th September 2020 she informed me that she has escalated the issue and will give me feedback. On the 9th October 2020, she informed me that the accounts department have resolved the issue however they allocated the amount for May 2020 instead of June 2020.

See below email trials between us:-

Good day Naledi,

My apologies for previous email, I wasn’t aware you will be cancelling as stated below, kindly note there is also the current running invoice which would have ran from the 17th September and 17th October to 07/11/2020, which is R441.12pm/month , so I would suggest that you call 135 and request retentions which is cancellation so that they can give you the actual amount/quote to pe paid before cancellation, so that we don’t have issues going forward.

I do appreciate your patience and positive feedback, you can email my supervisor for service rating, her email address is ***

Warm regards, Maloase Radebe Agent: High Value Postpaid Call Centre *** | mtn.co.za

From: Naledi Koapeng (ZA) <***ca> Sent: 09 October 2020 9:55 AM To: Maloase Mavis Radebe [ MTN South Africa ] <***> Subject: RE: ***...R233.31pm

Hi Maloase,

I’m not getting any sms’s.

Thank you so much with all your assistance and clarity on my account.

Where can I do a recognition of your service?

From: Maloase Mavis Radebe [ MTN South Africa ] <***> Sent: Friday, October 9, 2020 9:48 AM To: Naledi Koapeng (ZA) <***ca> Subject: RE: ***...R233.31pm

Hey Naledi,

Please don’t mind the SMS’s you would b receiving since this query started, every time I log in to your account to check whatever we dealing with it should be SMSing you notifications, the current outstanding amount is R233.31pm, due by the 20th that’s correct.

Warm regards, Maloase Radebe Agent: High Value Postpaid Call Centre *** | mtn.co.za

From: Naledi Koapeng (ZA) <***ca> Sent: 09 October 2020 9:38 AM To: Maloase Mavis Radebe [ MTN South Africa ] <***> Subject: RE: ***

Hi Maloase,

So does this mean that on the 20th October 2020 when I do a payment I must only pay R268.84 instead on the R450 that I pay monthly since this month it’s my last because my contract ends on the 7th November 2020.

From: Maloase Mavis Radebe [ MTN South Africa ] <***> Sent: Friday, October 9, 2020 9:30 AM To: Naledi Koapeng (ZA) <***ca> Subject: RE: ***

Hi Naledi,

That is credit due to the amount paid, meaning payment made over

Warm regards, Maloase Radebe Agent: High Value Postpaid Call Centre *** | mtn.co.za

From: Naledi Koapeng (ZA) <***ca> Sent: 09 October 2020 8:59 AM To: Maloase Mavis Radebe [ MTN South Africa ] <***> Subject: RE: ***

Good Morning Maloase,

Thank you for the below feedback.

Can you please advise what is the -181.16 for now?

From: Maloase Mavis Radebe [ MTN South Africa ] <***> Sent: Friday, October 9, 2020 8:21 AM To: Naledi Koapeng (ZA) <***ca> Subject: RE: ***

Good morning Naledi,

I trust you are well.

I have received feedback and the payment was allocated, it is reflecting, the only issue is that they loaded it as may instead of June, but its allocated.

Credit 21-05-2020 00:00:00 C***_Y*** Payment -181.16 450.0

Warm regards, Maloase Radebe Agent: High Value Postpaid Call Centre *** | mtn.co.za.

I have received this months statement from them and my amount due is R683.31. I dont understand how so after I spoke to a consultant and told that the issue has been resolved.

NB:- on the 20th October 2020 I made a payment of R450.

Can this issue be resolved please.

And as we speak i cant even make call with my number yet my remaining minutes are 75.41.

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