CD
Christie D
1 reviews | Active since May 2016
01 May 2016, 07:30
MTN DATA ISSUES … AGAIN!
My query to MTN refers (09/03 Ref. No ***) I requested a breakdown of my internet usage for the month of Feb/March as I had a problem with my high bill. During the time I was using a lot of data for my 10 year old son and was monitoring it closely to ensure that I don't end up having to pay the higher data charges of "Packet Switched Data". In that time I constantly checked my balance via *141# And also purchased more data when I saw that my data was almost depleted. However, when my bill came I was charged for an additional 10+ Gigs of data that I wasn't even aware of, at the much higher "Packet Switched Data" rates !!! Part of the MTN service is that you are supposed to receive SMS notifications when you're running out of data on your purchased bundle. At no point did I receive any SMS notifications and from my account it is quite clear that I was buying regular 1Gig and 2Gig bundles to ensure that I don't get billed the higher "Packet Switched Data" rates. When I logged a query with MTN with regards to the fact that I had NOT received any SMS notification that my data was depleted and that I was being switched to Packet switched Data, they couldn't explain why this had happened or supply me with proof of the SMS messages that I was supposed to receive! MTN’s system for notifications does not work and had I received any at the time, I would have bought additional data without switching to Packet Switched data, a fact that is made quite clear by my purchasing behavior at the time where I bought 1G, 2G, 1G and 1G in short succession. MTN's behavior in this instance is totally unacceptable and I believe it is in breach of the Consumer Protection Act, a matter I intend to pursue with the Consumer Commissioner/Ombudsman. One gets the sense that MTN is in financial trouble because of the fine they got in Nigeria and are now pouncing on any opportunity to get extra money from non suspecting customers like myself. I will be shopping for a different data service provider after this horrible experience that has now cost me an extra few thousand rands I can't afford!!!
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Replies (3)
MTN South Africa's replyOfficial
04 May 2016, 07:14Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We do pick up that the account had a usage limit set up for R1500.00, the system reflect that the usage limit has been set up by MTN to R0.00 on the 20-2-2016. The system reflected that the usage limit has been changed by the user of the device fom R0.00 to different usage amounts on certain days and times. The report has been sent to you via customer care email. As per the proof sent to you the usage limit set up on 20-2-2016 was for R3900.00 and the account has been billed for data usage on the March invoice as per the usage limit set up by the user of the device. We have requested for the URL report for the month requested, once received this will be forward to you.
We do pick up that the request has been sent to the billing department to validate the charges as per REQ:***. Due to the usage limit change the billing department will give feedback that the charges are valid.
The data charges is due to the usage limit change. Please note that once you set up the usage limit the system will allow you to make calls or usage on the Internet extra and the account will be billed for this extra usage.
We have sent the request to the department who is dealing with the SMS notification to see if they can assist us with the proof that the SMS was sent.
Kind Regards,
Alice van der Merwe
***.
Best regards,
MTN South Africa's reply04 May 2016, 07:14
Official
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We do pick up that the account had a usage limit set up for R1500.00, the system reflect that the usage limit has been set up by MTN to R0.00 on the 20-2-2016. The system reflected that the usage limit has been changed by the user of the device fom R0.00 to different usage amounts on certain days and times. The report has been sent to you via customer care email. As per the proof sent to you the usage limit set up on 20-2-2016 was for R3900.00 and the account has been billed for data usage on the March invoice as per the usage limit set up by the user of the device. We have requested for the URL report for the month requested, once received this will be forward to you.
We do pick up that the request has been sent to the billing department to validate the charges as per REQ:***. Due to the usage limit change the billing department will give feedback that the charges are valid.
The data charges is due to the usage limit change. Please note that once you set up the usage limit the system will allow you to make calls or usage on the Internet extra and the account will be billed for this extra usage.
We have sent the request to the department who is dealing with the SMS notification to see if they can assist us with the proof that the SMS was sent.
Kind Regards,
Alice van der Merwe
***.
Best regards,
MTN South Africa's replyOfficial
04 May 2016, 07:15Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We do pick up that the account had a usage limit set up for R1500.00, the system reflect that the usage limit has been set up by MTN to R0.00 on the 20-2-2016. The system reflected that the usage limit has been changed by the user of the device fom R0.00 to different usage amounts on certain days and times. The report has been sent to you via customer care email. As per the proof sent to you the usage limit set up on 20-2-2016 was for R3900.00 and the account has been billed for data usage on the March invoice as per the usage limit set up by the user of the device. We have requested for the URL report for the month requested, once received this will be forward to you.
We do pick up that the request has been sent to the billing department to validate the charges as per REQ:***. Due to the usage limit change the billing department will give feedback that the charges are valid.
The data charges is due to the usage limit change. Please note that once you set up the usage limit the system will allow you to make calls or usage on the Internet extra and the account will be billed for this extra usage.
We have sent the request to the department who is dealing with the SMS notification to see if they can assist us with the proof that the SMS was sent.
Kind Regards,
Alice van der Merwe
***.
Best regards,
MTN South Africa's reply04 May 2016, 07:15
Official
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We do pick up that the account had a usage limit set up for R1500.00, the system reflect that the usage limit has been set up by MTN to R0.00 on the 20-2-2016. The system reflected that the usage limit has been changed by the user of the device fom R0.00 to different usage amounts on certain days and times. The report has been sent to you via customer care email. As per the proof sent to you the usage limit set up on 20-2-2016 was for R3900.00 and the account has been billed for data usage on the March invoice as per the usage limit set up by the user of the device. We have requested for the URL report for the month requested, once received this will be forward to you.
We do pick up that the request has been sent to the billing department to validate the charges as per REQ:***. Due to the usage limit change the billing department will give feedback that the charges are valid.
The data charges is due to the usage limit change. Please note that once you set up the usage limit the system will allow you to make calls or usage on the Internet extra and the account will be billed for this extra usage.
We have sent the request to the department who is dealing with the SMS notification to see if they can assist us with the proof that the SMS was sent.
Kind Regards,
Alice van der Merwe
***.
Best regards,
MTN South Africa's replyOfficial
04 May 2016, 07:15Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We do pick up that the account had a usage limit set up for R1500.00, the system reflect that the usage limit has been set up by MTN to R0.00 on the 20-2-2016. The system reflected that the usage limit has been changed by the user of the device fom R0.00 to different usage amounts on certain days and times. The report has been sent to you via customer care email. As per the proof sent to you the usage limit set up on 20-2-2016 was for R3900.00 and the account has been billed for data usage on the March invoice as per the usage limit set up by the user of the device. We have requested for the URL report for the month requested, once received this will be forward to you.
We do pick up that the request has been sent to the billing department to validate the charges as per REQ:***. Due to the usage limit change the billing department will give feedback that the charges are valid.
The data charges is due to the usage limit change. Please note that once you set up the usage limit the system will allow you to make calls or usage on the Internet extra and the account will be billed for this extra usage.
We have sent the request to the department who is dealing with the SMS notification to see if they can assist us with the proof that the SMS was sent.
Kind Regards,
Alice van der Merwe
***.
Best regards,
MTN South Africa's reply04 May 2016, 07:15
Official
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We do pick up that the account had a usage limit set up for R1500.00, the system reflect that the usage limit has been set up by MTN to R0.00 on the 20-2-2016. The system reflected that the usage limit has been changed by the user of the device fom R0.00 to different usage amounts on certain days and times. The report has been sent to you via customer care email. As per the proof sent to you the usage limit set up on 20-2-2016 was for R3900.00 and the account has been billed for data usage on the March invoice as per the usage limit set up by the user of the device. We have requested for the URL report for the month requested, once received this will be forward to you.
We do pick up that the request has been sent to the billing department to validate the charges as per REQ:***. Due to the usage limit change the billing department will give feedback that the charges are valid.
The data charges is due to the usage limit change. Please note that once you set up the usage limit the system will allow you to make calls or usage on the Internet extra and the account will be billed for this extra usage.
We have sent the request to the department who is dealing with the SMS notification to see if they can assist us with the proof that the SMS was sent.
Kind Regards,
Alice van der Merwe
***.
Best regards,