MTN Account
<p>After numerous calls and even negative reviews on hellopeter.com my problem with my MTN account and huge invoice amount due to unauthorized increase of a usage limit on a Topup Contract, still continues. I have even notified them of Cancellation of Contract due to their pathetic service, customer care and accounts department and requested them to contact me. Nothing has been done. If I compare MTN to Amzon in how Amazon deals with customer complaints, I can just say that all MTN is concerned about is getting more money to fill their pockets and coffers. Now they have handed the account over to lawayers. I have already moved over to Telkom Mobile, as they are of much better calibre than MTN, and will have no further dealings with MTN whatsoever.</p>
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MTN South Africa's replyOfficial
14 Jul 2017, 12:28Good day Johann,
Thank you for your post.
We apologize for the inconveniences that you have experienced.
Kindly note that our records shows that your package is not a TopUp package but an MTN My Choice 500min package. These two packages are different from each other.
A TopUp package has Prepaid services only and receives Airtime, Sms’s and Data bundles every month as part of the package while a My Choice package has both services of a TopUp and an Open line. As a customer you have a Choice to use only the Prepaid services, only the Open line services or both. By using both services it means you are loading Prepaid airtime however still use the line even when both the Contract airtime as well as the Prepaid airtime are exhausted, this way you are billed the out of bundle rates. The Out of bundle charges includes data bundles purchases without Prepaid airtime available as your account shows.
To prevent using the Open line service on a My Choice package a Usage Limit must set to R0.00, your account had a limit of R 1880 until it was changed in February 2017 to R100 which gave you an allowance to use R1880 over and above your contract monthly subscription fee. Data bundles were purchased from the cellphone itself via a USSD string without available prepaid airtime to pay for these bundles .For this reason charges are considered to be valid.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
MTN South Africa's reply14 Jul 2017, 12:28
Official
Good day Johann,
Thank you for your post.
We apologize for the inconveniences that you have experienced.
Kindly note that our records shows that your package is not a TopUp package but an MTN My Choice 500min package. These two packages are different from each other.
A TopUp package has Prepaid services only and receives Airtime, Sms’s and Data bundles every month as part of the package while a My Choice package has both services of a TopUp and an Open line. As a customer you have a Choice to use only the Prepaid services, only the Open line services or both. By using both services it means you are loading Prepaid airtime however still use the line even when both the Contract airtime as well as the Prepaid airtime are exhausted, this way you are billed the out of bundle rates. The Out of bundle charges includes data bundles purchases without Prepaid airtime available as your account shows.
To prevent using the Open line service on a My Choice package a Usage Limit must set to R0.00, your account had a limit of R 1880 until it was changed in February 2017 to R100 which gave you an allowance to use R1880 over and above your contract monthly subscription fee. Data bundles were purchased from the cellphone itself via a USSD string without available prepaid airtime to pay for these bundles .For this reason charges are considered to be valid.
Kind Regards,
Kabelo Brett Mosimanyane
Complaints Analyst
Best regards,
's updateReviewer Update
19 Jul 2017, 14:25Hallo Kabelo,
Thank you for your response. I had a look at my contract again and must apologize for my mis-understanding. I would apreciate it if you could assist me in settling this acount. I have previously given notice of cancelation of contract and asked what amount must be paid to cancel the contract. As yet nobody has responded to my request. Could you please assist? Thanks.
's update19 Jul 2017, 14:25
Reviewer Update
Hallo Kabelo,
Thank you for your response. I had a look at my contract again and must apologize for my mis-understanding. I would apreciate it if you could assist me in settling this acount. I have previously given notice of cancelation of contract and asked what amount must be paid to cancel the contract. As yet nobody has responded to my request. Could you please assist? Thanks.