MT
Morne T
1 reviews | Active since Jul 2016
19 Jul 2016, 13:11
MTN Incorrect billing
<p>One Sunday afternoon I wanted to make a call from my cell phone only to found out my service has been suspended, when I phoned MTN they informed me that I've passed my limit. I asked them to re-engaged my service as it is not possible that I've reached my limit. When I did look at my itemised billing I found that there was calls and data logged on my account that I did not make, even when I asked MTN they confirmed that there was data usage on my account while it was suspended. After a couple of phone calls and e-mails MTN confirmed that there is a second sim card on my account. </p> <p>I've requested that MTN please provide me with the detail where I requested and extra sim AND acknowledge that I've received this "second" sim on my account, this did not happen. When I requested MTN to send me the detail to indicate which calls and which data was made on each sim card they only rep**** and said that is what you itemised billing for. When I e-mailed them back and asked the lady, Yongama Lengisi, to stipulate which data and calls was made on which sim card I got an out of office reply and never heard from MTN again. This was on 10 June 2016. Yongama Lengisi however did inform me that I’m welcome to seek advice from the Ombudsman.</p> <p>I only request that MTN bill me according to the data and calls I made from my sim card, I do not want to pay somebody else’s account.</p> <p>Reference number: ********** 93</p>
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Replies (2)
MTN South Africa's replyOfficial
21 Jul 2016, 15:40Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly be advised the second sim was not a new line activated on the account this was for a dual sim card connected to the primary cell (***) sim number.
Autopage confirmed that there was indeed a dual call on this number ***.
Cell phone number : ***
SIM Card number : ***
The usage has been done from cell number ***. The account reflect that no payment has been received for the usage, the debit orders returned unpaid.
The data-validation team confirms that the usage was not from any other SIM card but ***. They have provided an itemised billing together with the URL report as proof of the usage. This is all the proof that can be provided from our side. Therefore, according to their report, the charges are valid.
The system reflect that the sim card has been activated on the same date the sim card has been suspended.
Payment need to be done to clear the account balance of R 20,026.94
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
MTN South Africa's reply21 Jul 2016, 15:40
Official
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly be advised the second sim was not a new line activated on the account this was for a dual sim card connected to the primary cell (***) sim number.
Autopage confirmed that there was indeed a dual call on this number ***.
Cell phone number : ***
SIM Card number : ***
The usage has been done from cell number ***. The account reflect that no payment has been received for the usage, the debit orders returned unpaid.
The data-validation team confirms that the usage was not from any other SIM card but ***. They have provided an itemised billing together with the URL report as proof of the usage. This is all the proof that can be provided from our side. Therefore, according to their report, the charges are valid.
The system reflect that the sim card has been activated on the same date the sim card has been suspended.
Payment need to be done to clear the account balance of R 20,026.94
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
MT
Morne T's updateReviewer Update
21 Jul 2016, 16:34Alice
Thank you for the response. I do not agree that the data and calls was made from 083 ****077.
I only ask for proof where the data and calls are logged against a sim card and not a account number.
Please explain to me why my account amount is back to the normal monthly charges after the second sim card has been deactivated.
I never had problems when I was with Autopage and my monthly bill was always in the region of R1500 per month. When I was moved over to MTN my problems started.
Also please kindly advice when the dual sim card was activated.
Regards
Morne
MT
Morne T's update21 Jul 2016, 16:34
Reviewer Update
Alice
Thank you for the response. I do not agree that the data and calls was made from 083 ****077.
I only ask for proof where the data and calls are logged against a sim card and not a account number.
Please explain to me why my account amount is back to the normal monthly charges after the second sim card has been deactivated.
I never had problems when I was with Autopage and my monthly bill was always in the region of R1500 per month. When I was moved over to MTN my problems started.
Also please kindly advice when the dual sim card was activated.
Regards
Morne