MTN Customer Care, Eish.......
<p>Marchh 2016, my service stopped and my bill changed, I live in GP, but somehow someone upgraded my modem to a phone in Cape Town....MTN would sort out revert and credit my account, as I had not service for almost 2 months. Well we are almost a year down the road, STILL NO SERVICE......This year, my bill is almost double after numerous emails, I am told its for subscriptions......for what its a wifi modem, it doesnt even have digits on the modem to search anything, let alone confirm anything....Another **** ir money making from MTN. Besides that, the signal is so bad, you are hardly connected and when you phone customer care.....well, I receive more response from the neighbours cat when calling her......</p>
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MTN South Africa's replyOfficial
10 Feb 2017, 10:56Thank you for your post.
We apologize for any inconvenience incurred.
As per the investigation done for the ***** upgrade done as per reference REQ:***, the investigation has been completed on the 9-2-2016.
***
REQ:***
********** upgrade
Client was a victim of impersonation
********** documents used
Package and term date reversed,
The expire date has been reversed.
We have sent the request to the ***** department just to check if there should be any Journal credits passed to account from the upgrade date, we are waiting on feedback. We do not pick up that the sim card has been suspended or any suspensions on the account.
We have checked the billing and do pick up that the account is higher due to content usage and billing. The content service used is Basebone.
Kindly be advised that any services used on the sim card will be charged to the account, content services is not a MTN service and from our side we cannot activate this, content service can only be activated by the user of the handset. MTN do not credit the account for any content charges.
Content charges are when you download information from your Internet commercial adverti*****t to your handset.
Please note we cannot assist you with the break down for the content charges because this is not a MTN service and we do not work on outside company systems.
DATE & TIME WASP_ID WASP PARTNER DISPLAY NAME AMOUNT CONTENT
2017-02-07 02:26:13 AM *** Basebone NewcloobSilver 1500 Videos .
Your unsubscribe has been logged as #***.
The contact number for the content provider ***, please contact them for assistance to remove this from the system.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
MTN South Africa's reply10 Feb 2017, 10:56
Official
Thank you for your post.
We apologize for any inconvenience incurred.
As per the investigation done for the ***** upgrade done as per reference REQ:***, the investigation has been completed on the 9-2-2016.
***
REQ:***
********** upgrade
Client was a victim of impersonation
********** documents used
Package and term date reversed,
The expire date has been reversed.
We have sent the request to the ***** department just to check if there should be any Journal credits passed to account from the upgrade date, we are waiting on feedback. We do not pick up that the sim card has been suspended or any suspensions on the account.
We have checked the billing and do pick up that the account is higher due to content usage and billing. The content service used is Basebone.
Kindly be advised that any services used on the sim card will be charged to the account, content services is not a MTN service and from our side we cannot activate this, content service can only be activated by the user of the handset. MTN do not credit the account for any content charges.
Content charges are when you download information from your Internet commercial adverti*****t to your handset.
Please note we cannot assist you with the break down for the content charges because this is not a MTN service and we do not work on outside company systems.
DATE & TIME WASP_ID WASP PARTNER DISPLAY NAME AMOUNT CONTENT
2017-02-07 02:26:13 AM *** Basebone NewcloobSilver 1500 Videos .
Your unsubscribe has been logged as #***.
The contact number for the content provider ***, please contact them for assistance to remove this from the system.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
's updateReviewer Update
13 Feb 2017, 10:31Alice, please read above, your response "Content charges are when you download information from your Internet commercial adverti*****t to your handset."
This is not a handset, it is a modem, it is used for wifi, it does not have little buttons to press and accept and read messages, so please explain !!! I know this was not done by me, I had to actually request the sim number from you. I would like to know how and when this happened. I have a phone, and if I wanted to which I dont, subscribe to something, I would use my phone, not my modem, and why did MTN not confirm this ???
As per your email Quote "Before the upgrade was done the client paid R314.00 when the upgrade was done the subscription was R241.15 and R239.01."
And......A Year ago, for over a month I had no coverage due to this ???? I still dont know how they managed to do this, unless it was within MTN ??
With regards to the upgrade and the supposed subscription, I need details, as I need to ensure this cannot happen again, and somehow you cannot seem to provide me with such....Not Acceptable !!!
's update13 Feb 2017, 10:31
Reviewer Update
Alice, please read above, your response "Content charges are when you download information from your Internet commercial adverti*****t to your handset."
This is not a handset, it is a modem, it is used for wifi, it does not have little buttons to press and accept and read messages, so please explain !!! I know this was not done by me, I had to actually request the sim number from you. I would like to know how and when this happened. I have a phone, and if I wanted to which I dont, subscribe to something, I would use my phone, not my modem, and why did MTN not confirm this ???
As per your email Quote "Before the upgrade was done the client paid R314.00 when the upgrade was done the subscription was R241.15 and R239.01."
And......A Year ago, for over a month I had no coverage due to this ???? I still dont know how they managed to do this, unless it was within MTN ??
With regards to the upgrade and the supposed subscription, I need details, as I need to ensure this cannot happen again, and somehow you cannot seem to provide me with such....Not Acceptable !!!