MTN Billing nightmare - Contracted usage limit lifted and full denial of responsibility - pushes the issue back and blames the customer

<p>I have spent the last 5 months trying to engage with MTN.</p> <p>I have made numerous calls to their Customer Care line, that I have lost count. I have then tried to engage with them via their Customer Care Email.</p> <p>I have exhausted all avenues to try and get MTN to accept responsibility for a cell phone number on my account that had its contracted rates lifted.</p> <p> </p> <p>Once you get to speak to someone at on the Customer Care line, they promise to get back to you in the morning, once they have discussed with their supervisor, which they never do.</p> <p>The standard response to my emails to ********** are</p> <p>“Kindly be advised charges are accumulated by Packet Switch Data Calls.” Or “Please be advised that the usage limit was never set on cell phone number ********** 493. It was only set in November 2016 hence you were incurring additional charges.</p> <p>Their responses are scripted, and have no intention of actually looking into the issue whatsoever.</p> <p>I have now have had to resort to a formal complaint and dispute with MTN, via HelloPeter, and an email to ICASA</p> <p>Dear Kholofelo, Customer Care</p> <p> </p> <p>Many thanks for your delayed and long overdue response.</p> <p> </p> <p>Your understanding of the usage limit is completely and entirely incorrect. You cannot tell me with your hand on your heart that the usage limit was only set in November 2016. It was set in November 2015, so please check your records from that date.</p> <p> </p> <p>The contract was renewed in November 2015 and limit Set in November 2015. The contract limit was lifted by someone at MTN in June/July 2016, and then contract limit was set again in November 2016</p> <p> </p> <p>So please let me assist you in understanding further. Contract rate was set in November 2015.</p> <p>Please see below to assist you in trying to understand. I am not going away until MTN admits that they have made a mistake, and apologise and refund my money due to a MTN error. FULL STOP</p> <p> </p> <p> </p> <p>Nov-15 R668.3 Contract rate set<br />Dec-15 R668.3 Contract rate set<br />Jan-16 R668.3 Contract rate set<br />Feb-16 R668.3 Contract rate set<br />Mar-16 R668.3 Contract rate set<br />Apr-16 R668.3 Contract rate set<br />May-16 R668.3 Contract rate set<br />Jun-16 R743.14 ?? <br />Jul-16 R 2 035.90 MTN Lifted the Contract Rate<br />Aug-16 R1 937.88 MTN Lifted the Contract Rate<br />Se**** R1 898.60 MTN Lifted the Contract Rate<br />Oct-16 R1 211.82 MTN Lifted the Contract Rate<br />Nov-16 R981.64 MTN Lifted the Contract Rate<br />Dec-16 R669.61 Contract rate sort of back to normal<br />Jan-17 R668.3 Contract Rate set back to normal<br />Feb-17 R668.3 Contract Rate set back to normal <br /> </p> <p>The above is based on the last response from MTN Customer care email</p> <p>Please be advised that the usage limit was never set on cell phone number ********** 493. It was only set in November 2016 hence you were incurring additional charges.</p> <p> </p>