GP
Gabi P
1 reviews | Active since Mar 2018
23 Mar 2018, 09:44
MTN DATA Query
Since my MTN upgrade in December 2016 my average monthly phone bill to November amounted to ± R 450.00 which included 500MB data, which was adequate for my monthly usage. From December 2017, January 2018 and February 2018 data charges rocketed to R 2000,00. On 28 February 2018 I have telephonically requested from MTN an audit on my account for December 2017 and January 2018 due to the excessive data usage. Subsequently a week later I received no reply from MTN. Following my request on 28 February I phoned MTN again, and was advised that I have asked for an itemized billing, even though my package includes itemized billing. I was then advised by the operator to forward a written letter requesting a URL Report and was informed at the same time that this can take up to 72 working hours, I did sent the request to MTN by email on 08 March @ 14h24, to date 22 March (9 working days) later I did not receive any reply from MTN in regard to my query. On 13 March after receiving my 3rd massive February account I have requested another URL report. My MTN bill for 3 months totaling now R 7000.00.
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Replies (2)
MTN South Africa's replyOfficial
28 Mar 2018, 16:15Good day Gabi,
Thank you for your post. We apologise for the delayed response.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
Please note that you are on a My MTNChoice 100mins contract, which works similar to an open line if there is no usage limit set by the subscriber. This means that the network will allow you to purchase data bundles, make calls or use data at out of bundle rates after your monthly allocation has depleted. The amount of usage incurred during a specific invoice period is then billed over and above your normal monthly subscription upon closure of the invoice.
We notice that your usage limit was only set to R0.00 on 2017-02-28, after the charges had already been incurred,.
Kindly dial *180*87243# on your MTN contract sim to have your Usage/URL report sent to *** (as this is the email registered on te system).
We would like to apologise once again for any inconvenience caused to you, and furthermore assure you that your continued patronage is valued.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
MTN South Africa's reply28 Mar 2018, 16:15
Official
Good day Gabi,
Thank you for your post. We apologise for the delayed response.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
Please note that you are on a My MTNChoice 100mins contract, which works similar to an open line if there is no usage limit set by the subscriber. This means that the network will allow you to purchase data bundles, make calls or use data at out of bundle rates after your monthly allocation has depleted. The amount of usage incurred during a specific invoice period is then billed over and above your normal monthly subscription upon closure of the invoice.
We notice that your usage limit was only set to R0.00 on 2017-02-28, after the charges had already been incurred,.
Kindly dial *180*87243# on your MTN contract sim to have your Usage/URL report sent to *** (as this is the email registered on te system).
We would like to apologise once again for any inconvenience caused to you, and furthermore assure you that your continued patronage is valued.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
GP
Gabi P's updateReviewer Update
01 Apr 2018, 16:04Your system doesn't work once again. Message: No e-mail address associated with my phone number. Unable to e-mail usage report.
GP
Gabi P's update01 Apr 2018, 16:04
Reviewer Update
Your system doesn't work once again. Message: No e-mail address associated with my phone number. Unable to e-mail usage report.