WM
Winnie M
1 reviews | Active since Oct 2011
10 May 2018, 16:25
MTN false selling
MTN was running a special in November where they were offering a Sumsung A5 phone on a contract at R689 pm. I called their call centre line and upgraded my existing contract of R199 per month to that option.
From January 2018, MTN has been debiting my bank account R1440 and when I called to query, they advise that the R689 was for the contract but the phone has a pay amount of R750 per month. I advised that no one told me about the R750 for the phone which I have to pay for 24 months resulting in me paying R18 000 for a R5000 phone. I have called the call centre, escalated the query to their management but no one is helping.
Their sales call centre confirmed that it is a billing issue as the R750 didnt exist and service line is no help.
I have even requested that they close the contract as I am not willing to be abused but no one comes back to respond
Helpful (0)
Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
15 May 2018, 17:54Thank you for the post.
We sincere apologized for any inconvenience incurred.
Thank you for your time online .
We have escalated the complaint to the manager of Corporate and Bytes solutions to pull the recording. We have requested if the recoding state that the package should be R689 the account should be corrected in the device promo fee and credits should be passed to the account.
We are waiting on feedback.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply15 May 2018, 17:54
Official
Thank you for the post.
We sincere apologized for any inconvenience incurred.
Thank you for your time online .
We have escalated the complaint to the manager of Corporate and Bytes solutions to pull the recording. We have requested if the recoding state that the package should be R689 the account should be corrected in the device promo fee and credits should be passed to the account.
We are waiting on feedback.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
WM
Winnie M's updateReviewer Update
09 Jun 2018, 18:54Hello...
Weeks have passed by since I was advised MTN is retrieving the call recording, same response I received in february when I first laid a complaint and still today, nothing received
What I don't understand is the apologies without any action but amounts being debited into my account
Can someone please advise
WM
Winnie M's update09 Jun 2018, 18:54
Reviewer Update
Hello...
Weeks have passed by since I was advised MTN is retrieving the call recording, same response I received in february when I first laid a complaint and still today, nothing received
What I don't understand is the apologies without any action but amounts being debited into my account
Can someone please advise
WM
Winnie M's updateReviewer Update
01 Sept 2018, 12:47Hello,
So the billing was fixed on my MTN profile, I have been following up for the past two months on my refund and still getting the same run around. It is so sad that with MTN you have to raise concerns on social media and Hellopeter in order for your query to be resolved
I am still awaiting for the billing department to calculate the the how much they have double billed me by and refund me my cash... how is it possible that it would take more than 2 months for the calculation to be done, a calculation I can make in a minute
You are not treating customers fairly and I will definitely not be renewing my contract with you
WM
Winnie M's update01 Sept 2018, 12:47
Reviewer Update
Hello,
So the billing was fixed on my MTN profile, I have been following up for the past two months on my refund and still getting the same run around. It is so sad that with MTN you have to raise concerns on social media and Hellopeter in order for your query to be resolved
I am still awaiting for the billing department to calculate the the how much they have double billed me by and refund me my cash... how is it possible that it would take more than 2 months for the calculation to be done, a calculation I can make in a minute
You are not treating customers fairly and I will definitely not be renewing my contract with you