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Ofentse N

1 reviews | Active since Feb 2012

05 May 2018, 08:01

MTN making airtime disappear

I reload my account with R15 on 4 May 2018 in the morning. I am then able to setup a call (without "insufficient funds to make a call" prompt) and drop it before b-party answers, thus making sure that R15 is not used. I keep this R15 intact for the WHOLE day.

In the afternoon I load a 1GB data bundle of R160. As soon as I check the balance, I can see that my R15 is now GONE.

Please replace this R15. But do not try make the data bundle disappear as well I have taken a screenshot of my balances. Do not try to hit me with meandos by calling and leaving messages that you have been calling the whole day. Just get to the point and replace my airtime.

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Replies (2)
MTN South Africa
MTN South Africa's reply08 May 2018, 23:42
Official

Thank you for your post.

We sincere apologized for any inconvenience incurred.

We have checked the system and pick up that the airtime was used against Internet.

The airtime was depleted on active Internet sessions.

Before you load airtime you need to switch off all your Internet sessions.

Kindly SMS your email address to 30988 to request for your itemized bill to be sent to you at no cost. You can also download the MYMTN app to view and manage your data usage. Please note that data depletion is dependent on your data usage and due to multiple sessions running on your device.

No airtime refund due to you.

Kind Regards,

Alice van der Merwe

Complaints Analyst

Best regards,

ON
Ofentse N's update11 May 2018, 18:00
Reviewer Update
Fair enough, this makes sense. I only loaded data after loading the R15 (after MTN sent a message to say my data bundle was depleted). I accept this response. But I am also thankful that ICASA is stopping this practice of automatically consuming the call account when bundles are depleted. I know it benefits MTN (easy profits). But being so used to Telkom, I walked into the MTN den feeling complacent. I will update my Twitter posts to reflect that it was my fault but also call account was ****d without my consent. MTN can build its own social media brand thank you. I will keep it real. Telkom does not **** my call account. Thanks.