ET
Elelwani T
1 reviews | Active since Feb 2013
26 Nov 2019, 09:10
MTN billing error ( Day light *******)
I am on contract with MTN, i have decided not to upgade my *** contract, the contract ended on the 18th of October 2019, i have called MTN and 30 days before yhe contract end and assisted by Thabile and tell her that i am not going to continue with the contract nor upgrading BUT i will keep the number, it must be on prepaid from the 19th of October 2019, she gave me ***, I call customer service and assisted by Nokhaya call *** and Denisha call ***, the last debit of *** was supposed to be on the 25 October 2019, to my surprise MTN debited the same amount of R318, 01 on the 26 November 2019, and receive a statement wich shows that next month Mtn will debit R554, 91, i don't understand why because the number was moved to prepaid on the 21 October 2019, i am not happy with the service from MTN, How does your systerm works if the balance is R554, 91 instead of R129. 00 i was loyal to MTN but i think now it's the time to move to other networks
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Replies (3)
MTN South Africa's replyOfficial
26 Nov 2019, 11:16feedback soon
Best regards,
MTN South Africa's reply26 Nov 2019, 11:16
Official
feedback soon
Best regards,
MTN South Africa's replyOfficial
26 Nov 2019, 11:57Thank you for your post.
We sincere apologized for any inconvenienced caused to you.
You have requested for the contract for cell *** to be cancelled and convert to prepaid the number was cancelled from the network and not converted to prepaid in October month. The number was then reactivated and then converted to prepaid.
You have requested for this 22-10-2019. The invoice for October was already finalized and on account this usage was from 16-9-2019 to 16-10-2019.
On invoice for November month E*** the invoice reflect a connection fee. This charge will be credited against the account. The usage on this invoice was from 16-10-2019 to 16-***.
The balance for R554.91 is for the invoices for October and November, the debit order was only for October month. The invoice’s for November will only be paid over to MTN 25-12-2019.
Credit for the activation charge has been approved ***
The balance now R236.90 minus R115.00=R121.90 for the December billing.
Kind Regards,
Alice van der Merwe
MTN
We sincere apologized for any inconvenienced caused to you.
You have requested for the contract for cell *** to be cancelled and convert to prepaid the number was cancelled from the network and not converted to prepaid in October month. The number was then reactivated and then converted to prepaid.
You have requested for this 22-10-2019. The invoice for October was already finalized and on account this usage was from 16-9-2019 to 16-10-2019.
On invoice for November month E*** the invoice reflect a connection fee. This charge will be credited against the account. The usage on this invoice was from 16-10-2019 to 16-***.
The balance for R554.91 is for the invoices for October and November, the debit order was only for October month. The invoice’s for November will only be paid over to MTN 25-12-2019.
Credit for the activation charge has been approved ***
The balance now R236.90 minus R115.00=R121.90 for the December billing.
Kind Regards,
Alice van der Merwe
MTN
Best regards,
MTN South Africa's reply26 Nov 2019, 11:57
Official
Thank you for your post.
We sincere apologized for any inconvenienced caused to you.
You have requested for the contract for cell *** to be cancelled and convert to prepaid the number was cancelled from the network and not converted to prepaid in October month. The number was then reactivated and then converted to prepaid.
You have requested for this 22-10-2019. The invoice for October was already finalized and on account this usage was from 16-9-2019 to 16-10-2019.
On invoice for November month E*** the invoice reflect a connection fee. This charge will be credited against the account. The usage on this invoice was from 16-10-2019 to 16-***.
The balance for R554.91 is for the invoices for October and November, the debit order was only for October month. The invoice’s for November will only be paid over to MTN 25-12-2019.
Credit for the activation charge has been approved ***
The balance now R236.90 minus R115.00=R121.90 for the December billing.
Kind Regards,
Alice van der Merwe
MTN
We sincere apologized for any inconvenienced caused to you.
You have requested for the contract for cell *** to be cancelled and convert to prepaid the number was cancelled from the network and not converted to prepaid in October month. The number was then reactivated and then converted to prepaid.
You have requested for this 22-10-2019. The invoice for October was already finalized and on account this usage was from 16-9-2019 to 16-10-2019.
On invoice for November month E*** the invoice reflect a connection fee. This charge will be credited against the account. The usage on this invoice was from 16-10-2019 to 16-***.
The balance for R554.91 is for the invoices for October and November, the debit order was only for October month. The invoice’s for November will only be paid over to MTN 25-12-2019.
Credit for the activation charge has been approved ***
The balance now R236.90 minus R115.00=R121.90 for the December billing.
Kind Regards,
Alice van der Merwe
MTN
Best regards,
ET
Elelwani T's updateReviewer Update
06 Jan 2020, 10:18Why i was billed the re-acrivation fee whereas i have called several times ang given the REF numbers, it was not my fault cause i have called MTN 30 days notice that i am not going to continue with the contract but i will keep the number, i have not received my outstanding balance on my bank account or my credit REF: SR#***, according to the SMS dated 26 November 2019 time 12:00, if i don't receive my re-fund it is time to lodge a complain with ICASA, you o dry promise you don't deliver.
ET
Elelwani T's update06 Jan 2020, 10:18
Reviewer Update
Why i was billed the re-acrivation fee whereas i have called several times ang given the REF numbers, it was not my fault cause i have called MTN 30 days notice that i am not going to continue with the contract but i will keep the number, i have not received my outstanding balance on my bank account or my credit REF: SR#***, according to the SMS dated 26 November 2019 time 12:00, if i don't receive my re-fund it is time to lodge a complain with ICASA, you o dry promise you don't deliver.