RN
Riaan N

1 reviews | Active since Jun 2013

12 Apr 2016, 13:10

Migrated to Prepaid - Still Receive Statements

My contract ended at the end of October 2015. MTN Call Centre advised me to call in the day after my contract expired to migrate my account to prepaid. A call centre agent advised me that there is still an outstanding amount that needs to be paid and it will take 2 days after payment is done to reflect so I need to follow up with the call centre again, which I have done. To my surprise at the end of February I received a bill of approximately R530-00. The number has not even been in use since October 2015. I contacted the call centre again to question this, by which they referred me to Legal Department because the account was handed over. I requested to speak to a legal representative and was unsuccessful as they couldn't transfer me. But they informed me that Legal department will get back to me. Two weeks later someone called from legal informing me that she is not able to assist me & referred me back to the migration department. I've been battling for 1 and 1/2 months to get someone to assist me. Yesterday morning I spoke with another agent & requested to speak to a superior but with no luck. She took my details saying someone will contact me. I haven't heard from anyone since.

0
Replies (2)
MTN South Africa
MTN South Africa's reply13 Apr 2016, 16:12
Official
Hello nauderiaan,

We are truly sorry for the inconvenience cause.

We've now perused the account and we've taken a decision to credit the total amount of R551.68. Once the credit reflects within 24/48 hours the matter is then closed completely.

Once again we do apologize for the breakdown in service experienced.

Regards
Tim
MTN Complaints Management Team
RN
Riaan N's update12 May 2016, 15:07
Reviewer Update
Hi Tim i commented to you privately and still did not receive a answer regarding listing me at the credit bureau. Thanks for the assistance in the matter, I have one more request as I see that MTN has listed me as handed over on trans union credit report, I would like that this be fixed please. Can you also send me something in writing that the account is closed and that the handed over is uplifted. I'm sure you have my contact details on the system. Kind regards Riaan