WS
Wouter S
1 reviews | Active since Aug 2011
07 Jun 2016, 05:59
MTN Data Data bundle problems
<p>On 2 seperate ocasions, I have purchased MTN data bundles on *141*2*999# and on both occasions I was charged out of bundle rates although I had in excess of 2.5GB data bundle available. Numourous calls to 808 and multiple emails has not resolved the issue yet. The latest incident happened on 12 March 2016 and ever since I have not been able to resolve this issue. I do not dispute the fact that I used data, but I should not be charged out of bundle data if I have purchased data bundle available. This is really a serious plea for help as I am unable to get it resolved through the standard MTN customer service channels. Please, please , please.</p>
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Replies (3)
MTN South Africa's replyOfficial
08 Jun 2016, 09:29Thank 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.
Kindly be advised that the invoice dated 2016-04-11 has been investigated by the billing department and the charges are valid, the last PSD charge was 12-03-2016 at 12:10:38. The 1GB bundle was loaded on 12-03-2016 at 12:11:26 and after 12:16:00 there were no more PSD charges on the invoice.
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:***
Best regards,
MTN South Africa's reply08 Jun 2016, 09:29
Official
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.
Kindly be advised that the invoice dated 2016-04-11 has been investigated by the billing department and the charges are valid, the last PSD charge was 12-03-2016 at 12:10:38. The 1GB bundle was loaded on 12-03-2016 at 12:11:26 and after 12:16:00 there were no more PSD charges on the invoice.
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:***
Best regards,
WS
Wouter S's updateReviewer Update
08 Jun 2016, 10:48Good day Ayanda,
Thank you very much for your quick repsonse.
As per the document sent to customer care via email, an SMS I received confirming the purchase of the the first data data bundle is dated 12 Match 09H18. The second purchase is as you stated at 12H10, in your response.
This indicates to me that I have data bundles available at time of usage, which was increased at 12H11. Therefore, I should not have been charged out of bundle data rates.
As per my requests in the emails sent, please feel free to contact me directly in order to resolve this issue.
Sincerely
Wouter Schroeder
WS
Wouter S's update08 Jun 2016, 10:48
Reviewer Update
Good day Ayanda,
Thank you very much for your quick repsonse.
As per the document sent to customer care via email, an SMS I received confirming the purchase of the the first data data bundle is dated 12 Match 09H18. The second purchase is as you stated at 12H10, in your response.
This indicates to me that I have data bundles available at time of usage, which was increased at 12H11. Therefore, I should not have been charged out of bundle data rates.
As per my requests in the emails sent, please feel free to contact me directly in order to resolve this issue.
Sincerely
Wouter Schroeder
WS
Wouter S's updateReviewer Update
14 Jun 2016, 10:45Hi Ayanda,
I have not received a response on the above reply. Please can you contact me on my cell, I have a voicemail facility for you to leave a number where I can contact you in case I am otherwise occupied. I would really like to see the exact times when these data charges were incurred, as my invoice only shows a date. As per my previous comment, I did received a data bundle at 09H18 in the morning and agin at 12H11, but I can not see which times the data charges were incurred.
Your response to this is really appreciated.
Sincerely
Wouter Schroeder
WS
Wouter S's update14 Jun 2016, 10:45
Reviewer Update
Hi Ayanda,
I have not received a response on the above reply. Please can you contact me on my cell, I have a voicemail facility for you to leave a number where I can contact you in case I am otherwise occupied. I would really like to see the exact times when these data charges were incurred, as my invoice only shows a date. As per my previous comment, I did received a data bundle at 09H18 in the morning and agin at 12H11, but I can not see which times the data charges were incurred.
Your response to this is really appreciated.
Sincerely
Wouter Schroeder