MISSING AIRTIME
<p>I have now been without airtime on my contract account since 1 March 2017. This is day 7. Had to spend an hour on the phone with MTN on Friday to try and resolve the matter and phoned again on Monday. This seems to be a wider problem, but MTN has done nothing about it. What does MTN suggest I do about this as I am paying for a service that I am not getting? How many times must it be reported? The same thing happend in October last year with my data and it took until March this year to get a refund on the out of bundle data charges that was deducted from my bank account, without my consent. I want answers!!</p>
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Replies (5)0
Replies (5)'s updateReviewer Update
07 Mar 2017, 17:31Now I'm being told by the Call Centre (when I called again - still no response from MTN) that it will take 7 days from the date that the "ticket" was logged, to have my airtime loaded onto my account and, by the way, the ticket was only logged on 6 March and not on 3 March when I first called!!! That means 14 days without airtime that I am paying for. When I asked what I should do now I was told that I can purchase an airtime bundle!! What is going on at MTN?? How can I cancel this contract??
's update07 Mar 2017, 17:31
Reviewer Update
Now I'm being told by the Call Centre (when I called again - still no response from MTN) that it will take 7 days from the date that the "ticket" was logged, to have my airtime loaded onto my account and, by the way, the ticket was only logged on 6 March and not on 3 March when I first called!!! That means 14 days without airtime that I am paying for. When I asked what I should do now I was told that I can purchase an airtime bundle!! What is going on at MTN?? How can I cancel this contract??
's updateReviewer Update
07 Mar 2017, 17:41Spoke to a supervisor after behaving like a banshee and was told that they will try and push for this to be resolved within 24 hours. MTN does not seem to be aware of the fact that I am not the only person experiencing this problem. Told them to have a look at hellopeter!!!
's update07 Mar 2017, 17:41
Reviewer Update
Spoke to a supervisor after behaving like a banshee and was told that they will try and push for this to be resolved within 24 hours. MTN does not seem to be aware of the fact that I am not the only person experiencing this problem. Told them to have a look at hellopeter!!!
MTN South Africa's replyOfficial
07 Mar 2017, 20:38Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
We would like to advise that this matter is receiving priority attention; it has been escalated and is being addressed by our technical support team.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Kind Regards
Siphumezo
REQ:***
Best regards,
MTN South Africa's reply07 Mar 2017, 20:38
Official
Thank you for your post
We are terribly sorry for the inconvenience that you have experienced as a result of this. We completely understand the frustration it causes.
We would like to advise that this matter is receiving priority attention; it has been escalated and is being addressed by our technical support team.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
Kind Regards
Siphumezo
REQ:***
Best regards,
's updateReviewer Update
07 Mar 2017, 21:36Finally a response. Still no airtime. While you are attending to this I would like an explanation as to 1) Why this happened in the first place, 2) Why it takes 3 (rather long) phone calls to your Call Centre, a complaint on your website, 3 emails and 3 complaints on hellopeter to get a response?? This is not the first time this has happened to me - in October last year my data disappeared and it took 4 months to get a refund for the out of bundle charges that was debited to my account and taken from my bank account by debit order. Also, does MTN realise that this is not an isolated case and will other subscribers have to go through the same process or will their airtime be restored automatically? I don't have hours every month to deal with **** like this! It is unacceptable that I am paying for a service that I am not getting, not to mention the trouble I had to go to to get a response!
's update07 Mar 2017, 21:36
Reviewer Update
Finally a response. Still no airtime. While you are attending to this I would like an explanation as to 1) Why this happened in the first place, 2) Why it takes 3 (rather long) phone calls to your Call Centre, a complaint on your website, 3 emails and 3 complaints on hellopeter to get a response?? This is not the first time this has happened to me - in October last year my data disappeared and it took 4 months to get a refund for the out of bundle charges that was debited to my account and taken from my bank account by debit order. Also, does MTN realise that this is not an isolated case and will other subscribers have to go through the same process or will their airtime be restored automatically? I don't have hours every month to deal with **** like this! It is unacceptable that I am paying for a service that I am not getting, not to mention the trouble I had to go to to get a response!
's updateReviewer Update
08 Mar 2017, 08:30My airtime has finally been restored this morning, thank you. I still would like an explanation as I am starting to believe that this is regular practice by MTN that MTN is getting away with because not every subscriber queries it. I can also confirm that both my Mom and Dad's airtime on a different account is also missing and has not been restored. I have given their numbers to MTN every time I phoned the Call Centre and requested that MTN investigate, as I do not want them to have to go through the same trouble I had to go through. Can you please look into that urgently.
's update08 Mar 2017, 08:30
Reviewer Update
My airtime has finally been restored this morning, thank you. I still would like an explanation as I am starting to believe that this is regular practice by MTN that MTN is getting away with because not every subscriber queries it. I can also confirm that both my Mom and Dad's airtime on a different account is also missing and has not been restored. I have given their numbers to MTN every time I phoned the Call Centre and requested that MTN investigate, as I do not want them to have to go through the same trouble I had to go through. Can you please look into that urgently.