AF
Andre F
1 reviews | Active since Jul 2018
05 Sept 2018, 17:18
MTN Content Services - HELP!!!!
This is my second complaint regarding this issue on Hello Peter and was told the first time that they will investigate but I have not received any feedback so here it goes again.... I have a serious complaint regarding MTN and their content services. I have had 3 contracts with MTN for many years now and have never had any problems since last year when MTN started charging me for content services, which I didn't subscribe to.
I asked MTN to unsubscribe me from these services, but it just didn't help because before I could turn around I was subscribed again already. I was told to make contact with WASPA to cancel directly from them and to get further information, which I did numerous times, but all I was told is that my number is nowhere in their systems and it's not content services from them. They just referred me back to MTN and vice versa. I am extremely frustrated and I don't know what to do anymore. Today I received a NOTICE FOR PAYMENT OF OUTSTANDING DEBT from MTN in the amount of R5522.10. I have been paying my account every month - minus the content service charges - but now I am owing over R5000? I need assistance ASAP. I have numerous reference numbers where I phoned MTN, but I am getting nowhere.
The total amount MTN took is about R16604. 80, but there were extra money deducted as well. I canceled the contract and made a reversal at the bank, but only managed to get R5200 back so I want the outstanding amount of +/- R11000 back. I do not believe I owe a further R5522.10.
Unfortunately I didn't keep record of the first conversation with customer care because I didn't realize it would escalate to this.
MTN - please help and sort this out as soon as possible. My first hello peter complaint was over a month ago and there has been no progress, even though I was told that it was being investigated.
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Replies (3)
MTN South Africa's replyOfficial
06 Sept 2018, 10:08Thank you for your post.
Our sincere apology for the complaint not as yet resolved.
We have tried to call you on voice mail this is not the first time we are trying to call you.
Kindly be advised that we have approved a credit to the account for the content charges of R16 116.00 . we are waiting for our manager to approve the credit. The balance now R 6,270.33, the credit of R16 116.00 will be used to clear the account balance, once the credit reflect the account will be in credit with R9845.67 this amount will be refunded back to you.
The account has not been billed for any further content services from March 2018 and on of the lines.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply06 Sept 2018, 10:08
Official
Thank you for your post.
Our sincere apology for the complaint not as yet resolved.
We have tried to call you on voice mail this is not the first time we are trying to call you.
Kindly be advised that we have approved a credit to the account for the content charges of R16 116.00 . we are waiting for our manager to approve the credit. The balance now R 6,270.33, the credit of R16 116.00 will be used to clear the account balance, once the credit reflect the account will be in credit with R9845.67 this amount will be refunded back to you.
The account has not been billed for any further content services from March 2018 and on of the lines.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
AF
Andre F's updateReviewer Update
10 Sept 2018, 14:08Alice, good afternoon yes unfortunately im working underground in a mine and im only available after 16H00 i did saw the calls if i call that no its say no does not excist. Thankyou Andre Fourie
AF
Andre F's update10 Sept 2018, 14:08
Reviewer Update
Alice, good afternoon yes unfortunately im working underground in a mine and im only available after 16H00 i did saw the calls if i call that no its say no does not excist. Thankyou Andre Fourie
MTN South Africa's replyOfficial
13 Sept 2018, 09:15Thank you for the notification.
The credit of R16 116.10 is reflecting on the account, the credit has been used against the account balance of R6270.33.
The account is now in credit with R -9,845.77. The account is on cash method.
We need to confirm your bank details to refund this credit to your bank account.
Please assist me with your bank details information to request the refund for you.
My email address ***
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply13 Sept 2018, 09:15
Official
Thank you for the notification.
The credit of R16 116.10 is reflecting on the account, the credit has been used against the account balance of R6270.33.
The account is now in credit with R -9,845.77. The account is on cash method.
We need to confirm your bank details to refund this credit to your bank account.
Please assist me with your bank details information to request the refund for you.
My email address ***
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,