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Carry M

1 reviews | Active since Jul 2011

19 Apr 2018, 09:34

MTN ********** upgrade

I opened an MTN account in January 2016. It is only R39pm. Last month (March 2018), they debited my account with R799. I contacted MTN and asked them what is going on (I am yet to receive an account via email or post). I first had to confirm my ID, address, etc. Then they told me I did an upgrade and got a new device. I then rep**** (all via email as I couldn't get through on their helpline) that I haven't upgraded my contract and please can they send me a copy of the paperwork. They refused and said I must go to the police and open a case, and send them an afidavid, case number and certified copy of my ID. I have also asked when and where the upgrade was done but they refuse to tell me. I am not willing to send them a certified copy of ID based on what has just happened (my ID has never been ******, and MTN was the last place I did anything requiring my ID). And what must I tell the police? MTN debited R799 off my account without my permission???? This is not acceptable. I see there are many cases like this, all with MTN. I want this resolved, and my original contract cancelled!

0
Replies (3)
MTN South Africa
MTN South Africa's reply19 Apr 2018, 09:59
Official

Good day Carry,

Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.

Kindly note that in order for us to report any ********** activity on your line, our ***** department requires the said information. I will send a request through to them to contact you. However, the sworn affidavit and copy of your ID will be required.

Kind regards,

Ishie.

Complaints Management Team.

Best regards,

CM
Carry M's update19 Apr 2018, 10:02
Reviewer Update
Then I want something in writing from MTN, stating that they will only use the copy of my ID for this purpose and assure me that it will not be used for any other reason, nor will it be shared, or left in a place that it can be accessed! I don't feel l can trust MTN, and I still don't understand why I should I go to the police if you won't even tell me when and where it was done. This is really not acceptable!
CM
Carry M's update25 Apr 2018, 16:16
Reviewer Update
Hello again MTN. So I have an email from MTN, not only do they want an affidavid, but also a case number. I have been to the police about this, and they say its impossible to open a case without paperwork to prove what has happened. All I have is a bank statement that changed from R39 debit to R799 debit. I have repeatedly asked MTN for a copy of the upgrade paperwork, but they refuse. They won't even tell me when or where it was done. Seeing as I was away for most of March, I could prove to them where I was if they would just tell me where and when! So MTN won't help me without a case number, the police can't help me without documentation. The SAPS did however give me a letter for MTN, stating they need the documentation to open a case. It is stamped, with contact details. Yet MTN just ignore what I say, and repeat what they say every time! They don't comment on the letter from the police at all. Its feels like I'm dealing with a robot, that only has 1 response!