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Jillian B

1 reviews | Active since May 2014

24 Jan 2019, 09:28

MTN Astronomical Roaming Account

This is a very long story, that I will try and keep short. My husband has been a client of MTN since 1994. He went to Tanzania in December of last year. While he was there he mainly used Wifi to contact home, or Airtime that we purchased. During his 2 week stay, he received one sms to say that his roaming fee was R500. When he arrived back in South Africa, he received an sms to say that he had exceeded his limit and would be disconnected. Upon further investigation, we saw that his roaming bill was R25000.00. We were shocked. Even after numerous emails to MTN, they insist that we owe the money.

My concern is that even though he has a credit limit of just over R9000.00, his bill was allowed to reach R25000.00. Why have a limit? We have heard many stories that MTN does this to their faithful customers. I think just to make some extra money

We are not happy with the service from MTN. Now we have to arrange some sort of payment plan. When you phone MTN, the recorded voice says that they will advise when limits reach 25%, 50% etc. This did not happen in our case and now we have to suffer for MTNs lack of service to us. Something needs to be done about this. How many innocent people has MTN mistreated like this?

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Replies (3)
MTN South Africa
MTN South Africa's reply25 Jan 2019, 09:23
Official
Good day Jillian

Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.

We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention. 

Please view itemised billing for detailed call charges. When roaming is activated credit limits do not apply.
Below are the terms and conditions regarding international roaming.
Call rates (Tanzania) - https://www.mtn.co.za/Pages/InternationalRoaming.aspx
https://www.mtn.co.za/Pages/termsandconditions.aspx?pageId=413

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.

Warm RegardsDinesh KowlasarComplaints Management team

Best regards,

JB
Jillian B's update28 Jan 2019, 07:23
Reviewer Update
Morning Dinesh There are always hidden clauses that never get explained to the consumer, which is unfair on us. We have been out of the country before and we have always had sms's to say what our roaming charges are. This did not happen for my husband this time. Can you please explain our this detail could have been overlooked on the part of MTN? As I said, he received one SMS half way through his stay to say that his roaming was around R500, then when he was back home, he received an sms to say that he has exceeded his limit and will be cut off. If there is no limit for roaming, why did MTN let him get to R25 000 and then even cut him off? It should have been left to go to and endless amount. Firstly, we have never asked for a limit of R9500 anyway and secondly, when we did the renewal contract with MTN, why did they never say that the limit does not apply for roaming? These are very important issues to discuss with clients and this was never done. We kindly request that MTN help us, as we have been clients of MTN for many years and have always paid our accounts in full. Please can I have a direct email address so that we can arrange some sort of payment plan. Regards Jillian
MTN South Africa
MTN South Africa's reply28 Jan 2019, 08:11
Official
Good morning 

Kindly note that your query/complaint has been forwarded to our collections department. 

Warm RegardsDinesh KowlasarComplaints Management team

Best regards,