MP
Mark P
1 reviews | Active since May 2018
04 May 2018, 11:34
MTN ******ion
I have had a Alchetel data ****le through MTN for the last 6 years+, my monthly subscription is R 139 per month and I have never exceeded that. To ensure I don't exceed it I have the data cap set not to exceed bundle. in October last year i had an amount of R 1800 deducted from my account and the following month I had an amount of over R 5000 deducted from my account. I reversed these to amounts and tried to contact mtn to query this. I have sent multiple mails which i receive an automated reply too, but that is it... I have tried to contact someone in accounts but I met with an automated voice prompt which takes me nowhere. I have been into the branch multiple times, but the staff are limited in what they can do and commit to following up, and getting back to me which they never do. - I have asked for an itemized bill for the period in question which I still have not received. - I have confirmed that the cap setting is active on my account, so how this burst occurred is a mistery. - I have asked for a payment history - still not received. - I have never received an invoice and or statement from them.
They have now handed me over to a debt collector, and still will not communicate directly with me. This corporate bullying is ******ion, using fear and ************ on unsuspecting consumers who blindly buckle to their demands. I need to understand how this happened especially considering I had deliberate protection against this exact scenario. I know that out of bundles are exorbitant, and if I require additional data I will purchase a bundle...
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Replies (5)
MTN South Africa's replyOfficial
08 May 2018, 00:35Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that on the old packages usage limit cap cannot be set up, the package you on for line *** was on a open contract. The account was billed for extra data usage after the allocated 2GB was used up.
Please take note that you do not have itemized billing service loaded on your account, we will request for the itemized billing report for E***, R5026.57 November 2017 to be sent to you in Excel format.
We have sent the request to the billing department to validate the usage on the invoice for October and November 2017. We have requested that they email you with the outcome.
We have sent to you the report that will reflect all payments, returns and balance owing.
We will request for the invoices to be resent to you. The email address we have on the account is ***, we will send the invoices to you via ***
The account balance is now R 7,427.92.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply08 May 2018, 00:35
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that on the old packages usage limit cap cannot be set up, the package you on for line *** was on a open contract. The account was billed for extra data usage after the allocated 2GB was used up.
Please take note that you do not have itemized billing service loaded on your account, we will request for the itemized billing report for E***, R5026.57 November 2017 to be sent to you in Excel format.
We have sent the request to the billing department to validate the usage on the invoice for October and November 2017. We have requested that they email you with the outcome.
We have sent to you the report that will reflect all payments, returns and balance owing.
We will request for the invoices to be resent to you. The email address we have on the account is ***, we will send the invoices to you via ***
The account balance is now R 7,427.92.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MP
Mark P's updateReviewer Update
08 May 2018, 08:48I have always had that cap... in fact the last time i was in the mtn shop the assistant showed me the flag and it was checked. I barely use this ****le I don’t know how this could have happened. I have WiFi at home and a 3g card in my laptop. I bought this for connectivity from my house in betties bay, but the signal was so bad I could not use it. It has been in my drawer untouched, as when I tried to cancel the contract 2 years ago, I was given such a run around that I eventually gave up.
MP
Mark P's update08 May 2018, 08:48
Reviewer Update
I have always had that cap... in fact the last time i was in the mtn shop the assistant showed me the flag and it was checked. I barely use this ****le I don’t know how this could have happened. I have WiFi at home and a 3g card in my laptop. I bought this for connectivity from my house in betties bay, but the signal was so bad I could not use it. It has been in my drawer untouched, as when I tried to cancel the contract 2 years ago, I was given such a run around that I eventually gave up.
MTN South Africa's replyOfficial
20 Jun 2018, 09:50Thank you for your feedback.
The itemized billing report for the October 2017 data billing usage was sent to you on the 8-5-2018.
The usage was generated from the sim card. Out of bundle rates 0.99c. per MB.
E***: R1841.22, usage was from 1-9-2017 to 1-10-2017.
E***:R5026.57 usage was from 1-10-2017 to 1-11-2017.
Previous explanation the Broadband 2GB upgrade package activated in April 2016 did not had the function for a usage cap to be placed on the account unless the contract you have signed can prove the contract should be a 2GB Top Up package.
The contract expired 29-3-2017.
The account balance owing is R 7,427.92
We have credited the account for subscription fee from January 2018 to April 2018 due to no usage on the sim card. The credit will be for R484.07.
The balance owing to the account R 7,427.92 - R484.07=R 6943.85.
Please make payment to clear the balance. of R 6943.85. Once the payment reflect the legal team will close the account.
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number. N***
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply20 Jun 2018, 09:50
Official
Thank you for your feedback.
The itemized billing report for the October 2017 data billing usage was sent to you on the 8-5-2018.
The usage was generated from the sim card. Out of bundle rates 0.99c. per MB.
E***: R1841.22, usage was from 1-9-2017 to 1-10-2017.
E***:R5026.57 usage was from 1-10-2017 to 1-11-2017.
Previous explanation the Broadband 2GB upgrade package activated in April 2016 did not had the function for a usage cap to be placed on the account unless the contract you have signed can prove the contract should be a 2GB Top Up package.
The contract expired 29-3-2017.
The account balance owing is R 7,427.92
We have credited the account for subscription fee from January 2018 to April 2018 due to no usage on the sim card. The credit will be for R484.07.
The balance owing to the account R 7,427.92 - R484.07=R 6943.85.
Please make payment to clear the balance. of R 6943.85. Once the payment reflect the legal team will close the account.
Bank: ABSA
Form: ABSA DEPOSIT SLIP/DEPOSITO STROKIE
Beneficiary Name: MTN SP
Beneficiary Account Number: ***
Branch Code: 632005
Deposit Reference: Your MTN cell phone number or your MTN account number. N***
Kind Regards,
Alice van der Merwe
Best regards,
MP
Mark P's updateReviewer Update
20 Jun 2018, 11:29I can make pmnts of R 1000 pm. Please do not reactivate this subscription
MP
Mark P's update20 Jun 2018, 11:29
Reviewer Update
I can make pmnts of R 1000 pm. Please do not reactivate this subscription
MP
Mark P's updateReviewer Update
20 Jun 2018, 11:29I can make pmnts of R 1000 pm. Please do not reactivate this subscription
MP
Mark P's update20 Jun 2018, 11:29
Reviewer Update
I can make pmnts of R 1000 pm. Please do not reactivate this subscription