1 reviews | Active since Jan 2017
MTN - monthly cap on account was exceeded
<p>I was desperately disappointed with the service I received from MTN recently. If you check my billing records my monthly account is usually around R2000 consistently. However in June 2016 to my horror I recieved an account of R9400.I inquired immediately and it was apparently my data costs which had escalated inexplicably- I had used my phone exactly as I do every month.<br />I went to the MTN head office in Randbug to see a technician and get clarification on the matter. Apparently my phone was continually trying to download the same thing in the background over and over. It for some reason wouldn’t download fully and would then start all over again using the same amount of data repeatedly. The technician committed to write an email explaining this to MTN which I never received. I went back to the head office again all the way from Pretoria and went through the exact same process again. I was then told to contact the billing department with no success whatsoever. I find this desperately unfair considering this was impossible to be my fault. I was also under the absolute impression that I had a failsafe limit of R2000 in place. It was later confirmed this was for some reason not active and then reactivated. I hit dead end after dead end in following this up literally for months. A friend of mine had a similar experience with his phone downloading background data a year ago and Vodacom agreed to bill him at in bundle rates considering it wasn’t his fault. As you can see my contract with MTN is just expired and I will in no way renew it unless I get the same treatment. If I can get that amount converted into in bundle rates or at my maximum monthly limit I will gladly renew my contract with MTN- if not, I’m sure you can appreciate, I will definitely be moving my business to another service provider.</p>
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN.
kindly be advised that we have evaluated your account and picked up that a URL report was sent to you as a proof of data been used..... kindly note the below response from our billing department
Good day Doctor E Greyling
We sincerely apologize for any inconvenience you may have experienced with our service.
Cell phone number ***
Please note that you are being charged at R0.87 (excl.vat) per MB on out of bundle rate.
Kindly be advised that your invoice dated 2016-06-11 has been investigated.
Invoice date 2016-06-11 Total used:8994.15MB
8994.15MB - 875.93MB [ Usage - Monthly Allocation+Carryover bundles ]
8118.21MB x 0.87 [ Out of bundle rate ]
R7062.84 Excl VAT
Please find attached the network report for the data usage:
Please note the following:
1) That this only includes web sites (HTTP) and that any traffic such as VoIP, Bit Torrent, etc. are not included.
2) The volume per web site is not included (we do not record this).
3) The correct volume is indicated on your itemized per session.
4) Microsoft updates including any other auto update will be billed accordingly.
The URL report is used as a guide line as to the websites accessed and not used to validate charges. Charges are deemed valid from the CDR report.
The URL report has a date and time in column A.
Date and time on URL will read as below:
E.g.
***+0200
2012 - year
11 - month
20 - date
03 - hour
57 - minutes
23 - seconds
+0200 - GMT
NOTE:
* SASN_EDR HTTP URLs only show HTTP-encapsulated data usage.
i.e. this does not include e.g. VoIP or P2P file sharing!
* SASN_UDR records these as non-HTTP services in SERVICE_CLASS
If you were connecting to the Wi-Fi there should not be any cost incurred, but please ensure that the cellular connection is switched off on your device when using the Wi-Fi, else your device may just connect via the cellular network instead of the Wi-Fi which will incur charges.
We trust that the above mentioned is beneficial to you. Please feel free to contact us should you require additional information.
Kind regards,
mike
REQ:***
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN.
kindly be advised that we have evaluated your account and picked up that a URL report was sent to you as a proof of data been used..... kindly note the below response from our billing department
Good day Doctor E Greyling
We sincerely apologize for any inconvenience you may have experienced with our service.
Cell phone number ***
Please note that you are being charged at R0.87 (excl.vat) per MB on out of bundle rate.
Kindly be advised that your invoice dated 2016-06-11 has been investigated.
Invoice date 2016-06-11 Total used:8994.15MB
8994.15MB - 875.93MB [ Usage - Monthly Allocation+Carryover bundles ]
8118.21MB x 0.87 [ Out of bundle rate ]
R7062.84 Excl VAT
Please find attached the network report for the data usage:
Please note the following:
1) That this only includes web sites (HTTP) and that any traffic such as VoIP, Bit Torrent, etc. are not included.
2) The volume per web site is not included (we do not record this).
3) The correct volume is indicated on your itemized per session.
4) Microsoft updates including any other auto update will be billed accordingly.
The URL report is used as a guide line as to the websites accessed and not used to validate charges. Charges are deemed valid from the CDR report.
The URL report has a date and time in column A.
Date and time on URL will read as below:
E.g.
***+0200
2012 - year
11 - month
20 - date
03 - hour
57 - minutes
23 - seconds
+0200 - GMT
NOTE:
* SASN_EDR HTTP URLs only show HTTP-encapsulated data usage.
i.e. this does not include e.g. VoIP or P2P file sharing!
* SASN_UDR records these as non-HTTP services in SERVICE_CLASS
If you were connecting to the Wi-Fi there should not be any cost incurred, but please ensure that the cellular connection is switched off on your device when using the Wi-Fi, else your device may just connect via the cellular network instead of the Wi-Fi which will incur charges.
We trust that the above mentioned is beneficial to you. Please feel free to contact us should you require additional information.
Kind regards,
mike
REQ:***