FM
Frances M
1 reviews | Active since Dec 2015
24 Aug 2017, 11:44
MTN *****
I made a review on Hello Peter on the 9th of December 2015 regarding an UNAUTHORIZED Contract Change by MTN - https://www.hellopeter.com/mtn/reviews/reverse-of-dataline-to-old-contract-on-3-december- **********
I signed for the original contract in 2011, a MTN 3GB Unlimited, for R289 per month and I did not wish to upgrade or downgrade this contract. MTN changed this contract in Nov-Dec 2015 without approval or any signature, to a limited data bundle.
In the response of the Hello Peter post, Ayanda stated: "Kindly be advised that the request for the package migration to the old package is pending with technical support, REQ: ********** ." I did not receive any feedback after this, and believed the contract to be reinstated.
I received no statements whatsoever from MTN after this, and had not reconciled the debit order amount, as I believed MTN to be true to their word of the reinstatement. That is, until I realized that the debit order amount from MTN has increased to R1200+ per month. This, I believe is due to out of bundle charges as well, which has never been set up, because the change was ******* in the first place.
I will open a case of ***** if I am not refunded immediately for all the monthly charges by MTN, I will not accept a credit on my account, and I want the contract to be cancelled DIRECTLY AFTER I am refunded.
Related Reference Numbers: ********** 46 ********** 95
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Replies (2)
MTN South Africa's replyOfficial
30 Aug 2017, 15:21Thank you for your post.
We apologize for any inconvenience incurred.
We apologize for the delayed response.
Thank you for your time online with confirmation of the account details.
The billing department has confirmed there is no credit due. Your current package is on Broadband lite package@289 per month. The account was not billed for any data charges. The account was billed for content usage. There is no credit or refund due.
Kindly be advised that any services used on the sim card will be charged to the account, content services is not a MTN service and from our side we cannot activate this, content service can only be activated by the user of the handset. MTN do not credit the account for any content charges.
Please not that content charges are when you downloading information from your Internet or device commercial adverti*****t to your handset.
Please note we cannot assist you with the break down for the content charges because this is not a MTN service and we do not work on outside company systems.
We can send a request to the content provider to remove your cell number from their database.
The content providers used MiraNet_and Basebone. We have sent the request to them to remove your information from their data base.
Your unsubscribe has been logged as #***
You are welcome to contact the content providers to assist you further .
Contact WASPA
info (at) waspa.org.za
Tel: +***
Notification will be sent to the sim card from the content providers iun 72 hours that this service was removed.
The contract will be cancelled on the 1-9-2017 and the number converted to prepaid, please use all data left on the sim card, data left on the sim card will be lost once the prepaid migration is done.
If the cell number is not used for calls after 90 days after prepaid migration the cell number will be pulled back to the system and allotted to a different user.
You may send the request to me on the 1-9-2017 or before the 19-9-2017 to convert the number to prepaid, the email address ***
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply30 Aug 2017, 15:21
Official
Thank you for your post.
We apologize for any inconvenience incurred.
We apologize for the delayed response.
Thank you for your time online with confirmation of the account details.
The billing department has confirmed there is no credit due. Your current package is on Broadband lite package@289 per month. The account was not billed for any data charges. The account was billed for content usage. There is no credit or refund due.
Kindly be advised that any services used on the sim card will be charged to the account, content services is not a MTN service and from our side we cannot activate this, content service can only be activated by the user of the handset. MTN do not credit the account for any content charges.
Please not that content charges are when you downloading information from your Internet or device commercial adverti*****t to your handset.
Please note we cannot assist you with the break down for the content charges because this is not a MTN service and we do not work on outside company systems.
We can send a request to the content provider to remove your cell number from their database.
The content providers used MiraNet_and Basebone. We have sent the request to them to remove your information from their data base.
Your unsubscribe has been logged as #***
You are welcome to contact the content providers to assist you further .
Contact WASPA
info (at) waspa.org.za
Tel: +***
Notification will be sent to the sim card from the content providers iun 72 hours that this service was removed.
The contract will be cancelled on the 1-9-2017 and the number converted to prepaid, please use all data left on the sim card, data left on the sim card will be lost once the prepaid migration is done.
If the cell number is not used for calls after 90 days after prepaid migration the cell number will be pulled back to the system and allotted to a different user.
You may send the request to me on the 1-9-2017 or before the 19-9-2017 to convert the number to prepaid, the email address ***
Kind Regards,
Alice van der Merwe
Best regards,
FM
Frances M's updateReviewer Update
31 Aug 2017, 07:50Hi Alice,
Please note that no content subscriptions were app**** for, or activated from my side.
If MTN is not responsible, then why is MTN debiting my account for these amounts.
I am not satisfied with the solution you have provided. I clearly stated what I expect from MTN, and what I expected in December '15. If any subscriptions were added on my behalf to the simcard, via MTN, without an ammendment to the contract, without authorization from me, and a solution of such mediocrity is given for the state of affairs, I will log a complaint at the NCC.
I also stated that the contract be cancelled AFTER I am refunded for the ridiculous amounts debited from my account since Dec '15, therefore I clearly had not agreed that the contract be cancelled. When will this stop? When will we see some quality customer care from these companies claiming to uphold such a high standard for their consumers?
Please forward all statements on my account from Sept '15 to date. My next move will depend on MTN's compliance to reimburse the capital ****** from me for 22 months.
FM
Frances M's update31 Aug 2017, 07:50
Reviewer Update
Hi Alice,
Please note that no content subscriptions were app**** for, or activated from my side.
If MTN is not responsible, then why is MTN debiting my account for these amounts.
I am not satisfied with the solution you have provided. I clearly stated what I expect from MTN, and what I expected in December '15. If any subscriptions were added on my behalf to the simcard, via MTN, without an ammendment to the contract, without authorization from me, and a solution of such mediocrity is given for the state of affairs, I will log a complaint at the NCC.
I also stated that the contract be cancelled AFTER I am refunded for the ridiculous amounts debited from my account since Dec '15, therefore I clearly had not agreed that the contract be cancelled. When will this stop? When will we see some quality customer care from these companies claiming to uphold such a high standard for their consumers?
Please forward all statements on my account from Sept '15 to date. My next move will depend on MTN's compliance to reimburse the capital ****** from me for 22 months.