1 reviews | Active since Dec 2017
MTN Data Contract Charges Dispute
I have had a 2GB data contract with MTN for R154.95/month since December 2011. I have never paid more than my monthly fee for the past 6 years running, until October 2017. Middle September 2017 I became aware of being blocked from internet access and have tried to resolve it, but ended up being blocked the entire time from 27 September to date – I could not log onto the internet using the MTN sim card. Then, on the 26th of October I became aware of a very high bill amount for the MTN contract for September and October – in total more than R6000. I immediately contacted MTN to dispute the data use and resolve the erroneous data charges, but have been unsuccessful. I have called and e-mailed MTN customer care and MTN direct a total of 16 times and personally visited MTN stores to resolve the issue twice, but have only received poor service and no support in resolving what is clearly an error in the billing or ********** use of my data contract. I was told a duplicate sim was created on my MTN account, but MTN has been unable to supply me with a copy of any documentation I signed for the original contract or the duplicate SIM request. MTN has been unable to supply any information requested multiple times related to URL reports to review the data use, details of data use on the duplicate SIM, geographic use of the duplicate SIM etc.
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that the contract you had with MTN was on Broadband 2 G, this package was on an open contract you have received the free allocation monthly on the 21st and the free data was utilized, the sim card was used further on the Internet and the account was billed for the that reflect on the September and October invoices.
Please see the response from the billing department: Billing has sent to you the feedback via your email address on the 14-11-2017 to email ***, the call data recording was sent to you as well:
Subject: Network Report - *** 2017-09-20 and 2017-10-20
In response to request SR: ***
Please find attached copy of the Call Data Records for data usage report.
Kindly be advised that your invoice dated (20 September and 20 October 2017), has been investigated. Your current package is a Broadband 2GB (2048MB ) and you used 5681.40MB for September and 4913.65MB for October.
Total usage invoice..5681.40MB -2048
=3633.40MB X 0.88
=R3197.39
2017-10-20
usage..4913.65MB - 2048
=2865.65Mb X 0.88
=R2521.77
sub was under charged on both invoices
SR#***
Reasons why some transactions are high:
During those high usage the total transactions that were fetched/downloaded if its big the device will break it down
A device will break this size into files it can handle to avoid any failure during the process of fetching/downloading
This process of breaking down a big file size is also determined by the speed of a device .
We have sent the request to the billing department to assist you with the URL report for the 2 months in question.
The charges are redeemed and valid.
The copy of the contract has been sent to your email address . The copy of the contract do not state Top Up. As per Egain Customer Care ***
The account balance is R 4,104.52, please make payment to the outstanding balance:
Absa
A 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. A***
Only one of the above mentioned reference numbers must be entered on the deposit slip. That will ensure correct allocation of payments to your MTN SP account unless incorrectly received on bank statement.
Kind Regards,
Alice van der Merwe
Best regards,
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that the contract you had with MTN was on Broadband 2 G, this package was on an open contract you have received the free allocation monthly on the 21st and the free data was utilized, the sim card was used further on the Internet and the account was billed for the that reflect on the September and October invoices.
Please see the response from the billing department: Billing has sent to you the feedback via your email address on the 14-11-2017 to email ***, the call data recording was sent to you as well:
Subject: Network Report - *** 2017-09-20 and 2017-10-20
In response to request SR: ***
Please find attached copy of the Call Data Records for data usage report.
Kindly be advised that your invoice dated (20 September and 20 October 2017), has been investigated. Your current package is a Broadband 2GB (2048MB ) and you used 5681.40MB for September and 4913.65MB for October.
Total usage invoice..5681.40MB -2048
=3633.40MB X 0.88
=R3197.39
2017-10-20
usage..4913.65MB - 2048
=2865.65Mb X 0.88
=R2521.77
sub was under charged on both invoices
SR#***
Reasons why some transactions are high:
During those high usage the total transactions that were fetched/downloaded if its big the device will break it down
A device will break this size into files it can handle to avoid any failure during the process of fetching/downloading
This process of breaking down a big file size is also determined by the speed of a device .
We have sent the request to the billing department to assist you with the URL report for the 2 months in question.
The charges are redeemed and valid.
The copy of the contract has been sent to your email address . The copy of the contract do not state Top Up. As per Egain Customer Care ***
The account balance is R 4,104.52, please make payment to the outstanding balance:
Absa
A 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. A***
Only one of the above mentioned reference numbers must be entered on the deposit slip. That will ensure correct allocation of payments to your MTN SP account unless incorrectly received on bank statement.
Kind Regards,
Alice van der Merwe
Best regards,