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Lydia M

1 reviews | Active since Jul 2018

30 Jul 2018, 14:10

Mtn complaint

I have an Mtn contract which was due to end in June 2018, my monthly premium was R469 for this contract which I have been paying for the past 24 months. In May around the 15th, I received a phone call from a consultant who introduced herself as an Mtn consultant to offer me an upgrade, I explained to her that I currently do not need another device at the moment, I was then offered an airtime deal for R139 pm X24 with an airtime of R200 with 25 sms and to me this was a good deal which I felt I could do with. On the 25/05/2018 a debit order of R462,52 was deducted off my account which I assumed to be the last premium of the normal premium seeing that I had taken up an upgrade. On the 25/06/2018 a debit order of R391,40 was taken, now this didn't make sense to me as a result I called mtn to enquire about it and was given run arounds without any answers to me query and I reversed the transaction with my bank hoping they will call me feedback as they had promised to investigation the matter. On the 11/07/2018 I received an sms to say I should call the number ********** 583 for feedback which I did but was only told that I had to pay a prorata amount for the number of days I had the sim card with me plus the premium for the first month, the explanation makes sense however the amount debited doesn't. What I don't understand is how can a prorata of R139 be R252? No one is able to explain this to me. On the 25/07/2018 a debit order of R794,30 was debited which still cannot be explained, when I went to the store I was told this is because of the premium I had reversed the other month. With this explanation it means now had I not reversed the payment in June, Mtn would debited again R391,40 as this multip**** by 2 months equals the R794. I am not happy of the run arounds I get and have notified Mtn that if the premium is not R139 I am not up for it and they might as well cancel the contract for me, Noxolo Mgabi who was said to be the senior consultant said the contract is out of cancellation and there's nothing she can do to assist me. I am extremely disappointed on how Mtn handled this query as I have been their customer for the past 7 years without problems. Please assist

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Replies (9)
MTN South Africa
MTN South Africa's reply31 Jul 2018, 15:14
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

The system generated promo fee for device, we have checked the systems and pick up that you have not received a device only a sim card.

We have sent the request to the billing department to remove the promo fee.

The account balance is now R 1,197.20

The account will be credited for the promo fee from May 2018 to July 2018

R218.42 x 3=R655.26 + 15% vat=R753.54

R1197.20 - credit for R753.54=R443.66 need to be paid to cover up for the unpaid debit orders. The credit will reflect in 2 days on the account.

Please make payment for R443.66

Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number. C***

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

LM
Lydia M's update02 Aug 2018, 13:27
Reviewer Update
Thank you for responding to my query. I can give authorization for you to debit my account on the 25/08/2018 with R443,66 provided that going forward I will be debited R139 and be credited with R200 airtime. Also, the airtime amount that I was credited with for the current month was reversed or taken back, I need to know what will then happen to it since I will pay for it too on that R443,66 will I get back too and when? Who pays for the unnecessary bank fees for the reversals I had to process because no one would provide clarity on this deal? I spent two full months calling Mtn everyday to fix this mess with no luck and now I'm sitting with the inconvenience which affects my budgeting. I had to travel for about 48kms single trip to get to your store in Pretoria because the one in Bronkhorstspruit couldn't assist. I was sent from pillar to post without assistance. Neither your call centre agents nor your stores were able to assist. Once an agreement is reached can I please get written confirmation of the new agreement sent to my email address *** and only then will I provide my new banking details and officially authorize the debit order to go through.
LM
Lydia M's update06 Aug 2018, 17:00
Reviewer Update
I am still waiting for response to my query. I need to sort out my budgeting and I'm being held back.
MTN South Africa
MTN South Africa's reply23 Aug 2018, 21:10
Official

Thank you for your feedback.

Kindly be advised that the account was credited already for the promo fee charges from May to July 2018, the credit of R753.55 reflects.

The invoice for August 2018 and Rd fee x 2 has been credited today=R274.18 this will reflect by Monday, Going forward the account subscription fee will be R140.00 a month as per the copy of the contract signed.

The balance now R 782.80 minus the new credit of R274.18=R508.62. This new balance includes your August invoice subscription fee.

The account is in cash if you wish for the debit order to be reinstated you need to call the 808 call centre on 135 to assist you with this.

Kind Regards,

Alice van der Merwe

Best regards,

LM
Lydia M's update28 Aug 2018, 01:29
Reviewer Update
What is the R274 for? I received an sms to pay R52 early this month which I did thus I don't understand why am I being invoiced with anything over the agreed amount of R139. I still don't understand why you failed to provide me with the call recording when I asked for it. The complications that come with this deal are frustrating just tell me how much should I pay to cancel this nonsense so I can go to your stores to apply directly from them and start on an honest contract this time. I refuse to pay anything more than R139 for I did not sign up for that nonsense
LM
Lydia M's update28 Aug 2018, 01:31
Reviewer Update
What is this Rd fee that I have to pay for?
LM
Lydia M's update09 Oct 2018, 14:47
Reviewer Update
I hate the day I signed up for a contract with mtn
LM
Lydia M's update09 Oct 2018, 14:51
Reviewer Update
Since you Alicia did not respond to my last comment I contacted your call centre and guess what I was charged R175 pro rata and R218 for the package in May however the agent couldn't say what the reasons were. How can a pro rata of R139 amount to R175 and the sim card alone costs R218 I assume, which I was told I will get it for free. You just want to rob me in daylight, after 8 years in service with mtn this is the thanks I get???
LM
Lydia M's update26 Mar 2019, 10:02
Reviewer Update
So yesterday around 6pm in the evening I got to realize my line has been cut off by mtn and this morning when I called the customer service I was told my account has been handed over to their legal department. What I don’t understand is that I am sitting here waiting for a resolution they promised to give me on my account the next thing this. I am being told that I was supposed to make payment until the incident has been resolved and would be refunded, my question to mtn is how do I make payment for a package I didn’t sign up for, the reason I didn’t want to take up a handset was that I knew I would not be able to afford it. Also why do I still get airtime credit on this account?