TM
Thembisa M
1 reviews | Active since Jan 2018
27 Jan 2018, 19:49
MTN Giving Run Around & Then No Response To Payment Made 4 Months Ago
What's my recourse & where can I escalate my "issue".
I've been calling emailing & sending everything needed to prove that I paid the R770 I allegedly owe MTN since September 2017. I paid and probably sent the POP to more than 15 people at Customer Care who would forward to Legal and Legal would forward to Banking but from there, no response no nothing. Each time I call Customer Care, they send an email to Legal and Legal takes up to 3 weeks or more to respond and say they are waiting for Banking and then silence even though I send reminder emails to check on status of my case which falls to dead ears.
Amazingly, this all happened with my last instalment for my 8 year contract, the reason this problem persists is that I have a data contract with MTN.
A lady by the name Mathilda Dlamini at Customer Services really tried her best, even making sure that she communicates with me regularly. She sent me the following email as our last means of communication:
Good day Thembisa,
Thank you for submitting your proof of payment.
We advise that your payment is not reflecting on our system yet.
Kindly note that the reference number that is on the proof of payment is for the deactivated number that is why the amount is not allocated as yet on your account. The number to be used as reference in future is ********** 536 instead of ********** 660.
We have submitted your proof to our banking department in order for the payment to be allocated to your account. Please allow for 2 - 24 hours to be allocated.
I sent a statement back and my case was attended to by someone else, up until today I think I've been pushed around to about 15 people but none of them can resolve this minor issue.
All they need to do is check the POP, call Absa in Newtown Junxion Mall to see if it's in their records then credit my account, but no, infact, this issue is denting my name because in my Credit Score it reflects that I haven't a debt to MTN since Septemeber 2017, yet I pay them monthly the R299 for the data contract that remains.
The Current Reference Number is: ********** 3 The Initial Reference Number when I made the complaint on 27 September 2017 was: ********** 8.
PLEASE HELP SOMEONE
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I protested as I thought I was done with paying the settlement. I was informed that the last payment I made for my MTN Contract was the first instalment of R8,364.44.
I hope this clarifies that not only do I NOT owe MTN, but I am actually due for a refund as I paid R8,364.44 + R7,645.45 = R16,009.69 an additional R4,304.44 of the R11,705.25 that was given to me as settlement offer that I accepted and paid. I am also owed credit of R3,340.81 due in my MTN MoMo account.
If there is any person allocated to get to the bottom of this, I am still willing to send them all documents that prove everything.
Thembisa M's updateReviewer Update
25 Oct 2023, 21:44We are back at t again. Why is it that when I cancel my contract there's always issues with MTN, worst of all this time is that there's 2 refunds due to me for your own incompetence. For now I just need my MTN MoMo credited with the R3340.81 I paid on 18 April.
For 6-8 months (July 2022 to February 2023), I was unable to make payment to my MTN contract which was initially Account Number: A***, later it was transferred to be consolidated into Account Number: BA***. This led to the account being grey listed with my mobile numbers not working. Whilst they were grey-listed, I lost my phone with *** and *** sim cards in it.
On 24 February 2023 I received a letter from MTN via my email with subject
FINAL NOTICE FOR PAYMENT OF OUTSTANDING DEBT AND NOTICE OF CANCELLATION OF SUBSCRIBER CONTRACT. In the letter I was offered a settlement amount of R11,705.25 broken down as follows: Overdue monthly service and usage charges (R4,060.00) + Early cancellation charges (R7,645.25).
Due to the offer stating that I need to make payment or call to make a payment arrangement within 14 days, I immediately called MTN Customer Care to make the arrangements as I knew that I was expecting money that was to be paid to me either end of February 2023 or end of March 2023.
When part of the money was paid to me at the end of March 2023, I made arrangements with a MTN Customer Care Agent to pay it off in two instalments. The first instalment of R8,364.44 was successfully paid with my Capitec Account, then when the second and final tranche of the money came through two weeks later (around mid-April 2023), I paid the balance of R3,340,81 with my FNB Account.
Then on the 21st of April 2023 I went to the MTN Store in New Market Mall, Alberton, Gauteng to do the sim swops of *** and *** numbers,
I was alerted that I will not be able to get the numbers back until I have paid an outstanding amount of R7 645.45.
I protested as I thought I was done with paying the settlement. I was informed that the last payment I made for my MTN Contract was the first instalment of R8,364.44.
I then did an investigation, later discovering that I mistakenly transferred the second instalment of R3,340.81 to my MTN MoMo Account instead of the MTN SP Account which were both Beneficiaries in my FNB Bank Account App.
I then further asked why I should pay R7 645.45 instead of what I understood as the balance of the Settlement being R3,340.81. I was advised that if I need to get my numbers back, I should pay what is reflected in the system, then I will later state my case to MTN and after investigation, the money will be refunded to me. I then obliged and made the payment of R7 645.45 using my Capitec Bank Card to get my numbers back as I desperately needed them, but to also have the contract finally cancelled, most importantly.
I kept communicating with MTN on numerous occasions to get a Letter stating that my contract has been cancelled and closed but it proved to being a difficult exercise. But then finally, I got communication by a call and later an email stating that my contract was successfully cancelled provided with reference number ***.
During this process, I got numerous unexplained invoices totaling R4 980.97 with the most recent one on 18 October 2023. According to my knowledge the contract was not only cancelled by MTN with me abiding by the conditions of cancellation stated in the FINAL NOTICE FOR PAYMENT OF OUTSTANDING DEBT AND NOTICE OF CANCELLATION OF SUBSCRIBER CONTRACT letter, but I further sent a cancellation letter sent in May 2023 and I got confirmation of contract closure with above reference number.
Additionally, on 06 September 2023 I managed to get my *** number back through sim swop, I then began the process of unblocking the MTN MoMo Account, which was later unblocked the following day, 07 September 2023. When I checked my MTN MoMo balance, I thought I would find it being the amount I mistakenly transferred (R3,340.81) but found that it was not. I would like to also be assisted with the crediting of those funds into my MTN MoMo Account. As per communication I am having with MTN MoMo via email (***), I have been provided the following: EMAIL SUBJECT: Missing Payment Feedback CRM: *** and the REFERENCE NUMBER: f2df7519-ad84-4a1d-97ce-58caceb1ae4d. Further proof sent to me by FNB for specifics of transaction is in email.
I hope this clarifies that not only do I NOT owe MTN, but I am actually due for a refund as I paid R8,364.44 + R7,645.45 = R16,009.69 an additional R4,304.44 of the R11,705.25 that was given to me as settlement offer that I accepted and paid. I am also owed credit of R3,340.81 due in my MTN MoMo account.
If there is any person allocated to get to the bottom of this, I am still willing to send them all documents that prove everything.
TM
Thembisa M's update25 Oct 2023, 21:44
Reviewer Update
We are back at t again. Why is it that when I cancel my contract there's always issues with MTN, worst of all this time is that there's 2 refunds due to me for your own incompetence. For now I just need my MTN MoMo credited with the R3340.81 I paid on 18 April.
For 6-8 months (July 2022 to February 2023), I was unable to make payment to my MTN contract which was initially Account Number: A***, later it was transferred to be consolidated into Account Number: BA***. This led to the account being grey listed with my mobile numbers not working. Whilst they were grey-listed, I lost my phone with *** and *** sim cards in it.
On 24 February 2023 I received a letter from MTN via my email with subject
FINAL NOTICE FOR PAYMENT OF OUTSTANDING DEBT AND NOTICE OF CANCELLATION OF SUBSCRIBER CONTRACT. In the letter I was offered a settlement amount of R11,705.25 broken down as follows: Overdue monthly service and usage charges (R4,060.00) + Early cancellation charges (R7,645.25).
Due to the offer stating that I need to make payment or call to make a payment arrangement within 14 days, I immediately called MTN Customer Care to make the arrangements as I knew that I was expecting money that was to be paid to me either end of February 2023 or end of March 2023.
When part of the money was paid to me at the end of March 2023, I made arrangements with a MTN Customer Care Agent to pay it off in two instalments. The first instalment of R8,364.44 was successfully paid with my Capitec Account, then when the second and final tranche of the money came through two weeks later (around mid-April 2023), I paid the balance of R3,340,81 with my FNB Account.
Then on the 21st of April 2023 I went to the MTN Store in New Market Mall, Alberton, Gauteng to do the sim swops of *** and *** numbers,
I was alerted that I will not be able to get the numbers back until I have paid an outstanding amount of R7 645.45.
I protested as I thought I was done with paying the settlement. I was informed that the last payment I made for my MTN Contract was the first instalment of R8,364.44.
I then did an investigation, later discovering that I mistakenly transferred the second instalment of R3,340.81 to my MTN MoMo Account instead of the MTN SP Account which were both Beneficiaries in my FNB Bank Account App.
I then further asked why I should pay R7 645.45 instead of what I understood as the balance of the Settlement being R3,340.81. I was advised that if I need to get my numbers back, I should pay what is reflected in the system, then I will later state my case to MTN and after investigation, the money will be refunded to me. I then obliged and made the payment of R7 645.45 using my Capitec Bank Card to get my numbers back as I desperately needed them, but to also have the contract finally cancelled, most importantly.
I kept communicating with MTN on numerous occasions to get a Letter stating that my contract has been cancelled and closed but it proved to being a difficult exercise. But then finally, I got communication by a call and later an email stating that my contract was successfully cancelled provided with reference number ***.
During this process, I got numerous unexplained invoices totaling R4 980.97 with the most recent one on 18 October 2023. According to my knowledge the contract was not only cancelled by MTN with me abiding by the conditions of cancellation stated in the FINAL NOTICE FOR PAYMENT OF OUTSTANDING DEBT AND NOTICE OF CANCELLATION OF SUBSCRIBER CONTRACT letter, but I further sent a cancellation letter sent in May 2023 and I got confirmation of contract closure with above reference number.
Additionally, on 06 September 2023 I managed to get my *** number back through sim swop, I then began the process of unblocking the MTN MoMo Account, which was later unblocked the following day, 07 September 2023. When I checked my MTN MoMo balance, I thought I would find it being the amount I mistakenly transferred (R3,340.81) but found that it was not. I would like to also be assisted with the crediting of those funds into my MTN MoMo Account. As per communication I am having with MTN MoMo via email (***), I have been provided the following: EMAIL SUBJECT: Missing Payment Feedback CRM: *** and the REFERENCE NUMBER: f2df7519-ad84-4a1d-97ce-58caceb1ae4d. Further proof sent to me by FNB for specifics of transaction is in email.
I hope this clarifies that not only do I NOT owe MTN, but I am actually due for a refund as I paid R8,364.44 + R7,645.45 = R16,009.69 an additional R4,304.44 of the R11,705.25 that was given to me as settlement offer that I accepted and paid. I am also owed credit of R3,340.81 due in my MTN MoMo account.
If there is any person allocated to get to the bottom of this, I am still willing to send them all documents that prove everything.