MTN Contract services and customer car
<p>Thank you for receiving my email.</p> <p> </p> <p>I have logged a call on Sunday at 12.23 the afternoon wrt the above account. The reference to this call was ********** 55.</p> <p> </p> <p>The query logged was that on Saturday the 18/7/2016 I had +-R49 or R42 air time still on this phone, on Sunday there was NO AIRTIME. I was and am not subscribed to any contents or sites or updating anything on my phone. This is not the first or even second time this is happening, hence my frustration. And no one at MTN can tell me where the airtime went.</p> <p> </p> <p>When I logged the call the agent told me that she could see the airtime was still on Saturday but cannot tell me where the airtime went to. I would get an sms- to date I have not received even a courtesy call or sms updating me on the progress of the call logged. She said if I don’t hear anything from MTN after three working days, I must call again.</p> <p> </p> <p>I CALLED AGAIN, only to be told I have to use the ********** 821 handset to be assisted even though I gave the reference number.</p> <p> </p> <p>I want to know where the airtime is going, who is taking it cos I have not even used the R69.00 much for it to be missing—every single time!!!!</p> <p> </p> <p>Why must I the customer keep calling MTN, who in any case does not have a user friendly access to an agent in the first place. I want answers ASAP.</p> <p> </p>
Good day Leatrice Steyn,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Our system shows that the you were charged R 49.30 on internet connection on the 2016-07-16. Please note that besides internet browsing and downloading, your handset can also generate charges via background activity of applications and automatic running of data applications. We advise that you close off all applications that you are not using and also clear the Browser Cache on your phone by following the below steps.
1.From the home screen, tap the Apps icon.
2.Scroll to and tap Internet.
3.Scroll the screen down, then tap the Menu icon.
4.Tap Settings.
5.Tap Privacy and security.
6.Tap Clear cache.
7.Tap OK.
8.Tap Clear history.
9.Tap OK.
10.Tap Clear all cookie data.
11.Tap OK.
You may also contact our data support on 1555 for further assistance.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you and to restore your faith in us.
Regards,
Ayanda
REQ: **********
Good day Leatrice Steyn,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Our system shows that the you were charged R 49.30 on internet connection on the 2016-07-16. Please note that besides internet browsing and downloading, your handset can also generate charges via background activity of applications and automatic running of data applications. We advise that you close off all applications that you are not using and also clear the Browser Cache on your phone by following the below steps.
1.From the home screen, tap the Apps icon.
2.Scroll to and tap Internet.
3.Scroll the screen down, then tap the Menu icon.
4.Tap Settings.
5.Tap Privacy and security.
6.Tap Clear cache.
7.Tap OK.
8.Tap Clear history.
9.Tap OK.
10.Tap Clear all cookie data.
11.Tap OK.
You may also contact our data support on 1555 for further assistance.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you and to restore your faith in us.
Regards,
Ayanda
REQ: **********
Good day Ayanda
Thank you for the feedback. My experience with MTN thus far has been horrible and like I discussed with you earlier, I still cannot fathom how without my knowledge I could log onto any apps without knowing of this.
I will however do the above and see what or how this will affect my airtime going forward.
I do appreciate that atleast you came back to me, unlike Carl Condjo who claimed he was going to assist me, a courtesy call or email from him would of been appreciated.
Good day Ayanda
Thank you for the feedback. My experience with MTN thus far has been horrible and like I discussed with you earlier, I still cannot fathom how without my knowledge I could log onto any apps without knowing of this.
I will however do the above and see what or how this will affect my airtime going forward.
I do appreciate that atleast you came back to me, unlike Carl Condjo who claimed he was going to assist me, a courtesy call or email from him would of been appreciated.