1 reviews | Active since Mar 2018
MTN billing issues on data SIM
I have been encountering billing issues totalling thousands of rands with MTN since last year 2017 and to date they have failed to correct the issues. I have a 2GB data bundle at a cost of R109.65 a month. April 2017 I had the following items: 11/04/2017 Me2u-POSTPAID TO PREPAID TRANSFER 175.44 11/04/2017 INTERNATIONAL CALLS 4561.38 I disputed both since I had not transferred to prepaid and had never made any international calls. After complaining this disappeared, however amounts reappeared on my September account which totalled R5509.75. My account then was suspended due to "high usage" When I complained in November it was activated, however we still couldn't access the internet. Then in December on my account I had: 11/12/2017 Content charge 922.94 11/12/2017 CALL CHARGES 2.11 And in January: 11/01/2018 Content Charge 1394.94 11/01/2018 PACKET SWITCHED DATA CALLS 2727.60 11/01/2018 CALL CHARGES 5.84 All for a data SIM card that wasn't usable or in use. When I complained again in February I was told to contact Load a Buddy - but MTN could not supply any written proof that the content charges were for Load a Buddy nor explain when and how I had come to be billed for this. I was then told to submit an affidavit in order to obtain details (at a store) for the packet switched data calls. The consultant said they would provide itemised billing on the international calls but I didn't receive that either.
I can't understand how I can be billed for services I didn't use, nor how difficult/impossible it is for MTN to provide details of the billing. Total amount of R9790.25 of bogus billing that I am unable to get refunded. MTN - this is unacceptable, the only reason I still have this contract is that I want my money to be refunded.
Good day Kalpana,
Thank you for taking the time to raise your concerns and affording us the opportunity to address them. Kindly accept our sincere apologies for any inconvenience caused.
Please note that you are on a My MTNChoice 2GB contract, which works similar to an open line if there is no usage limit set by the subscriber. This means that the network will allow you to purchase data bundles, make calls or use data at out of bundle rates etc. after your monthly allocation has depleted. The amount of usage incurred during a specific invoice period is then billed over and above your normal monthly subscription upon closure of the invoice.
Me2U transactions are transactions that can only be performed via self service and therefore, we have requested an itemised billing for the invoice dated 2017-09-11 as this will give an indication of the amount that was transferred, the date and the number that was being transferred to.
An itemised bill has also been requested (with high priority) for the call charges, data charges and content charges on the invoices dated 2017-09-11, 2017-12-11 and 2018-01-11 respectively. The reference for this request is ***.
Another request has been sent to the relevant functional unit, requesting details of the content providers that charged you on the invoices dated 2017-12-11 and 2018-01-11.
I have requested the billing team to send the itemised bills directly to me and I will forward them to you on *** once received.
To set a usage limit via self-service, please dial *136*5#, select "Manage Usage" then further select "Manage Usage Limits" and then enter the new limit that you would like to set on the line.
In order to perform the above, your sim card will need to be inserted into a normal handset where you will be able to access USSD codes.
You may also increase your usage limit on the MTN app by following the steps below:
- Open the to "Login".
- You will then need to expand the options tab and click on “Bill Details”
- Click on “Set Usage Limit” and select the amount that you would like to set as your usage limit.
The MyMTN App can be accessed on https://goo.gl/v15h11
I will be in touch with you via email as soon as I have received full feedback from the two departments I am currently liaising with regarding your billing queries.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
Good day Kalpana,
Thank you for taking the time to raise your concerns and affording us the opportunity to address them. Kindly accept our sincere apologies for any inconvenience caused.
Please note that you are on a My MTNChoice 2GB contract, which works similar to an open line if there is no usage limit set by the subscriber. This means that the network will allow you to purchase data bundles, make calls or use data at out of bundle rates etc. after your monthly allocation has depleted. The amount of usage incurred during a specific invoice period is then billed over and above your normal monthly subscription upon closure of the invoice.
Me2U transactions are transactions that can only be performed via self service and therefore, we have requested an itemised billing for the invoice dated 2017-09-11 as this will give an indication of the amount that was transferred, the date and the number that was being transferred to.
An itemised bill has also been requested (with high priority) for the call charges, data charges and content charges on the invoices dated 2017-09-11, 2017-12-11 and 2018-01-11 respectively. The reference for this request is ***.
Another request has been sent to the relevant functional unit, requesting details of the content providers that charged you on the invoices dated 2017-12-11 and 2018-01-11.
I have requested the billing team to send the itemised bills directly to me and I will forward them to you on *** once received.
To set a usage limit via self-service, please dial *136*5#, select "Manage Usage" then further select "Manage Usage Limits" and then enter the new limit that you would like to set on the line.
In order to perform the above, your sim card will need to be inserted into a normal handset where you will be able to access USSD codes.
You may also increase your usage limit on the MTN app by following the steps below:
- Open the to "Login".
- You will then need to expand the options tab and click on “Bill Details”
- Click on “Set Usage Limit” and select the amount that you would like to set as your usage limit.
The MyMTN App can be accessed on https://goo.gl/v15h11
I will be in touch with you via email as soon as I have received full feedback from the two departments I am currently liaising with regarding your billing queries.
We sincerely hope that the above is in order and that we are able to restore your faith in us.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,