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Yaseen M

1 reviews | Active since Jul 2014

30 Oct 2019, 11:08

MTN Depleting Day Data instead of Midnight Express Data

I am an MTN contract customer who gets 40 GB of Day Data and 50GB of Night Express Data on my Mobile Telephone contract. I Used 30GB of Night Express Data after midnight on Saturday, 12 October 2019 so technically Sunday, 13 October 2019 but MTN depleted the used Data from my Day Data Allocation.

Midnight Express data time is from midnight to 5:59AM.

In other words, MTN did not deduct data from my Midnight Express Data allocation but they deducted it from my Day Data allocation even though I used the data after midnight (0:00AM). This left me with virtually no Day data which is much more important than Midnight Express Data.

I called the contact centre on Sunday 13 October 2019 to report the matter as soon as I saw the error but MTN stated that I am able to use Midnight express data which was not the query/complaint which I raised in the first place.

The complaint as stated above is that I did use MIDNIGHT Express Data but MTN depleted the DAY data and NOT the MIDNIGHT EXPRESS DATA.

I called again many times and tweeted at MTN many times with no resolution.

My Complaint is simple. I used Midnight Express Data during the period of Saturday, 12/10/2019 and Sunday 13/10/2019 and MTN deducted it from my Day Data Allocation

It is as simple as looking at the time that the Data was used to verify the veracity of this claim of it being Midnight Express Data and not Day Data.

Please find references below:

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Replies (2)
YM
Yaseen M's update31 Oct 2019, 19:37
Reviewer Update
Hi. I appreciate your response but I have been communicating with MTN from Sunday, 13 October 2019 with no resolution. To me it’s fairly simple. I used data after midnight assuming that it would be taken off my Midnight express data but when I checked my Balances, my day data had been depleted. I don’t understand how the technical division of MTN can not resolve this issue in over 18 days. I have to report this to ICASA and hope they can be of some assistance.
YM
Yaseen M's update04 Nov 2019, 08:46
Reviewer Update
In addition to previous points. Ask your technical team to do simple math. I receive 40GB day data and 50GB night express data. Tell them to check how much day data and night express data I used in this billing period and deduct the usage from my allotted data to give them the amount of data I should have left. However, I have no data for the past week and am forced to buy data at an exorbitant rate from MTN.