MTN - Deactivated USB Modem still using data
<p>I have a contract with MTN, and my contract was active for 33 months. October 2016 I received an account of R4730 for data being used. I disagree with it, and went into the Ballito MTN branch and stopped the modem/sim. I've then received a confirmation/proof that they've deactivated this sim/modem. The modem and sim was then put into my safe. Not connected at all to any device. The 18th - 29th of October I was in the USA, and got billed again, end of November for the amount of R4245. Even on the days that I was overseas, data was being used on this sim/modem that was "deactivated" and locked up in my safe. End of December, same story, was billed almost R5000. On 6 January 2017, I went to MTN Kollonade, and spoke with Johan Vermaak, who logged a complaint. I went back today, 24 Jan, and was told in my face that the "deactivated" sim is still in use!!!!!!! and I wont get my money back - I should phone Head Office. </p> <p> </p> <p>I did exactly that, and phoned Head Office. Logged another complaint with Cindy Thabethe. She said I must wait another 72 hours to follow up on this matter. Cindy informed me that the sim was last used on the 17th of January 2017. Can you believe it?</p> <p> </p> <p>This is not only unacceptable, how can a company like MTN allow something like this to happen and cant stop this sim completely or tell me where this is being used???? - Because I would like to get a hold of this ******** myself!</p> <p> </p> <p>I mean almost R15 000.00 later for data being used on a sim/modem thats been "deactivated" and locked up in a safe!</p> <p> </p> <p>PLEASE HELP?!?!?!?!?!?!?</p>
Thank you for your post.
We apologize for any inconvenience incurred.
We apologize for the delayed response.
The billing department has investigated the usage on the November 2016 invoice for the extra data usage.
Response from the billing department: Your MTNSP Query REQ:***
2016-10-16
Customer used 10362.86MB, customer received her allocation of 2048MB and was charged at an OOB rate of R0.87 excl. vat
2016-11-16
Customer used 6214.70MB, customer received her allocation of 2048MB and was charged at an OOB rate of R0.87 excl. vat
We have requested for the URL to be pulled for assistance of connectivity with the sim card.
The account information reflected on the 24-9-2016 the sim card was suspended @11:42 due to High Usage, the line was never activated again until the 18-10-2016.
The system information reflected that the sim card was activated on the 18-10-13 @13:03 the activation was done by the MTN store Cell Network. We have sent the request to the store managers to assist us with proof that this activation was done by the client when visiting the store. We are waiting for feedback from them.
The itemized billing report will be send to you for your own reference that the sim card was activate at the time of the billing period.
Once we have received information from the store we will assist with feedback.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
Thank you for your post.
We apologize for any inconvenience incurred.
We apologize for the delayed response.
The billing department has investigated the usage on the November 2016 invoice for the extra data usage.
Response from the billing department: Your MTNSP Query REQ:***
2016-10-16
Customer used 10362.86MB, customer received her allocation of 2048MB and was charged at an OOB rate of R0.87 excl. vat
2016-11-16
Customer used 6214.70MB, customer received her allocation of 2048MB and was charged at an OOB rate of R0.87 excl. vat
We have requested for the URL to be pulled for assistance of connectivity with the sim card.
The account information reflected on the 24-9-2016 the sim card was suspended @11:42 due to High Usage, the line was never activated again until the 18-10-2016.
The system information reflected that the sim card was activated on the 18-10-13 @13:03 the activation was done by the MTN store Cell Network. We have sent the request to the store managers to assist us with proof that this activation was done by the client when visiting the store. We are waiting for feedback from them.
The itemized billing report will be send to you for your own reference that the sim card was activate at the time of the billing period.
Once we have received information from the store we will assist with feedback.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,