MM
Madeleine M
1 reviews | Active since Aug 2018
04 Sept 2018, 11:03
MTN ********** deduction
Last month MTN billed me for calls made in Lesotho, which I did not make. After much back and forth with Alice van der Merwe. I received a confirmation sms that my query has been sorted. this month MTN billed me additional R257 rand. When I spoke to Kutlwno at the call centre just now, she said MTN gave me a credit for R347 (from the R604 calls made in Lesotho) and I must pay the rest. How is this possible? after they assured me it has been sorted. I have never been to Lesotho. this was supposed to be sorted and now it still has not been sorted and they deducted *******ly R257 from my bank account, surely this is **********? I already proofed that I am not liable for the entire amount of R604.
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Replies (3)MM
Madeleine M's updateReviewer Update
06 Sept 2018, 13:20No response from MTN, they deducted money that was not owned to them and now I can just sit and wait and not hear anything back from them
really, this is not legal, why is this happening and nobody does anything about this?
MM
Madeleine M's update06 Sept 2018, 13:20
Reviewer Update
No response from MTN, they deducted money that was not owned to them and now I can just sit and wait and not hear anything back from them
really, this is not legal, why is this happening and nobody does anything about this?
MTN South Africa's replyOfficial
10 Sept 2018, 23:42Thank you for your post.
We sincere apologized for any inconvenience incurred
The goodwill credit is reflecting on the account.
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 the sim card, you have received the URL reports as well.
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.
No further credit will be passed to the account. The account balance now R 3,441.89. Please make payment to the account is no payment is received the account will be transferred to the legal department once the account reach 90+ days.
If you are not happy with the outcome, please refer you case to the Ombudsman.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply10 Sept 2018, 23:42
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred
The goodwill credit is reflecting on the account.
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 the sim card, you have received the URL reports as well.
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.
No further credit will be passed to the account. The account balance now R 3,441.89. Please make payment to the account is no payment is received the account will be transferred to the legal department once the account reach 90+ days.
If you are not happy with the outcome, please refer you case to the Ombudsman.
Kind Regards,
Alice van der Merwe
Best regards,
MM
Madeleine M's updateReviewer Update
13 Sept 2018, 10:17The account was paid, do not threaten me after I can prove to you not one person in my family has been in Lesotho, this is a ********** activity within your company. I am going to the Ombudsman as you so kindly invite me to do in your reply.
I am willing to take this much further. I have the proof on my side in my and my family passports that we have not been to Lesotho. I cannot believe you are threatening me after all I have been through recently with MTN, and for your information my account is paid up to date, if you took the time to actually have a proper look you would have seen that.
Please do not threaten your clients, it is the first step to losing them.
MM
Madeleine M's update13 Sept 2018, 10:17
Reviewer Update
The account was paid, do not threaten me after I can prove to you not one person in my family has been in Lesotho, this is a ********** activity within your company. I am going to the Ombudsman as you so kindly invite me to do in your reply.
I am willing to take this much further. I have the proof on my side in my and my family passports that we have not been to Lesotho. I cannot believe you are threatening me after all I have been through recently with MTN, and for your information my account is paid up to date, if you took the time to actually have a proper look you would have seen that.
Please do not threaten your clients, it is the first step to losing them.