1 reviews | Active since Aug 2018
MTN does not follow up
Regarding SR: 1- ********** 8315 I have spoken to MTN various times during last week to make sure they received my full payment for the Billing of July and they do not cut my service until the queried amount has been resolved. I spoke to Miriam Netsetsi on Friday and she said there is nothing she can do for me but she will ask her supervisor Sydney Mangine to give me a call. MTN cut my service anyway and I never heard back from Sydney or from Miriam, it is Monday. Exceptionally pathetic service from MTN.
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Our billing department has finalized the investigation as per ref:
In response to request SR: ***
Please find attached the network report for voice calls while you were roaming . Kindly note that all calls / data calls (dialled and received) will be charged to your account (your number) whilst roaming.
Your charges have been validated as per the sim serial number provided and usage was generated directly from this sim number.
We trust that the above mentioned is beneficial to you. Please feel free to contact us should you require additional information. Calls were made abroad while in SA.
The charges are valid.
Debit orders returned unpaid
Balance of R2823.32 need to be paid before the lines will be opened.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Our billing department has finalized the investigation as per ref:
In response to request SR: ***
Please find attached the network report for voice calls while you were roaming . Kindly note that all calls / data calls (dialled and received) will be charged to your account (your number) whilst roaming.
Your charges have been validated as per the sim serial number provided and usage was generated directly from this sim number.
We trust that the above mentioned is beneficial to you. Please feel free to contact us should you require additional information. Calls were made abroad while in SA.
The charges are valid.
Debit orders returned unpaid
Balance of R2823.32 need to be paid before the lines will be opened.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
Please be advised in the future if you have any dispute on the account for extra billing you need to make payments for the subscription fees for the account billing balance not to increase.
Best regards,
Please be advised in the future if you have any dispute on the account for extra billing you need to make payments for the subscription fees for the account billing balance not to increase.
Best regards,
Thank you for your feedback.
The complaint was sent to the billing supervisor to have a look again at the billing for the roaming charges on the June invoice for cell number ***. The billing department states that the sim card was used to make the international calls from the sim card, they have explained to me that the report was pulled from the network with the usage and sim card linked. The billing department has declined the credit due to the usage.
From our side we have passed a goodwill credit against the charges of 50%. The roaming charges with 15%=R695.02, credit for the 50% credit is R347.51. This credit will reflect on the account +-3 days. Unfortunately we cannot pass a credit for the full amount charged due to the billing department investigation done. The sim card was in the possession of the person who used the device. This credit is not a admittance that MTN is in the wrong here, the goodwill credit is to thank you for the long client service with MTN and good payment record.
Please note as well that the usage limit set up on the device will not stop any billing for roaming usage. The international dialling service was removed, service for international roaming was never active.
Payment do reflect for R2226.00 on the 2-8-2018.
The account balance is now R4,148.32. The payment done for R2226.00 is for the subscription fee only for the June invoices the roaming charges is not paid due to the dispute. This payment is for the June 2018 invoices.
The invoices for July is not as yet paid.
We picked up on the 5-1-2017 your debit order for December 2016 has returned unpaid, you have not made a cash payment for this balance unpaid. No double payment was requested from your bank account.
The line was suspended in January 2017due to the December 2016 debit order returned unpaid. As per the account notes you were well aware of the debit order returned unpaid on the 6-1-2017 @ 10:18 you have called the 808 call centre to arrange to make the payment . The payment was never done to the account . The balance outstanding carry over on the balances and on your statements.
The system billing is in arrears and airtime, data allocations is in advanced.
I have sent to you the account balance statement.
R4148.32 balance minus R2225.90 July invoices not as yet paid =R1922.42 balance minus the Roaming call charge R695.02 not paid + R11.50 RD fee =R1215. 89 as per the balance on the 2-8-2018.
We have asked the credit controllers to contact you with assistance with the payment arrangement.
Balance is R4148.32 minus the goodwill credit of R347.51=R3800.00.
The lines is activated, however you need to speak to a credit controller regarding your account balance.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
Thank you for your feedback.
The complaint was sent to the billing supervisor to have a look again at the billing for the roaming charges on the June invoice for cell number ***. The billing department states that the sim card was used to make the international calls from the sim card, they have explained to me that the report was pulled from the network with the usage and sim card linked. The billing department has declined the credit due to the usage.
From our side we have passed a goodwill credit against the charges of 50%. The roaming charges with 15%=R695.02, credit for the 50% credit is R347.51. This credit will reflect on the account +-3 days. Unfortunately we cannot pass a credit for the full amount charged due to the billing department investigation done. The sim card was in the possession of the person who used the device. This credit is not a admittance that MTN is in the wrong here, the goodwill credit is to thank you for the long client service with MTN and good payment record.
Please note as well that the usage limit set up on the device will not stop any billing for roaming usage. The international dialling service was removed, service for international roaming was never active.
Payment do reflect for R2226.00 on the 2-8-2018.
The account balance is now R4,148.32. The payment done for R2226.00 is for the subscription fee only for the June invoices the roaming charges is not paid due to the dispute. This payment is for the June 2018 invoices.
The invoices for July is not as yet paid.
We picked up on the 5-1-2017 your debit order for December 2016 has returned unpaid, you have not made a cash payment for this balance unpaid. No double payment was requested from your bank account.
The line was suspended in January 2017due to the December 2016 debit order returned unpaid. As per the account notes you were well aware of the debit order returned unpaid on the 6-1-2017 @ 10:18 you have called the 808 call centre to arrange to make the payment . The payment was never done to the account . The balance outstanding carry over on the balances and on your statements.
The system billing is in arrears and airtime, data allocations is in advanced.
I have sent to you the account balance statement.
R4148.32 balance minus R2225.90 July invoices not as yet paid =R1922.42 balance minus the Roaming call charge R695.02 not paid + R11.50 RD fee =R1215. 89 as per the balance on the 2-8-2018.
We have asked the credit controllers to contact you with assistance with the payment arrangement.
Balance is R4148.32 minus the goodwill credit of R347.51=R3800.00.
The lines is activated, however you need to speak to a credit controller regarding your account balance.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,