MF
Miguel F
1 reviews | Active since Apr 2015
06 Apr 2015, 12:50
MTN overcharging by deducting CLAWBACK REVENUE
In October / November 2014, we received notification from MTN that I was due for a cell-phone upgrade.<br> On 06 January 2015, myself and my wife both upgraded our cell phone contracts at MTN Canal Walk Branch being assisted by MTN consultant, Niyaaz Burton.<br> When we received our January MTN accounts, we noticed that there was a CLAWBACK REVENUE deduction = R3266-88 R2166-84 = R5433-72 on both our MTN acounts. <br> We looked at both signed MTN contracts &
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MTN South Africa's replyOfficial
20 Apr 2015, 16:19Hello Miguel Ferreira,
We are truly sorry for the breakdown in service and for the delayed response. It was never our intention to have dissatisfied you in any way.
We have now perused your account and see that you were charged clawback fees due to both lines still being in contract and the packages being down migrated.
The reason that matter needs to be resolved at store level is that the store is responsible to check that whether you are eligible to renew the contract and if the customer requests to be migrated to a lower package, they need to check that you are able to do so without any charges.
We've now contacted the store Supervisor to whom Niyaaz reports to directly and requested that the matter be resolved amicably. We will touch base with you as soon as we get feedback.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the breakdown in service and for the delayed response. It was never our intention to have dissatisfied you in any way.
We have now perused your account and see that you were charged clawback fees due to both lines still being in contract and the packages being down migrated.
The reason that matter needs to be resolved at store level is that the store is responsible to check that whether you are eligible to renew the contract and if the customer requests to be migrated to a lower package, they need to check that you are able to do so without any charges.
We've now contacted the store Supervisor to whom Niyaaz reports to directly and requested that the matter be resolved amicably. We will touch base with you as soon as we get feedback.
Regards
Tim
MTN Complaints Management Team: REQ:***
MTN South Africa's reply20 Apr 2015, 16:19
Official
Hello Miguel Ferreira,
We are truly sorry for the breakdown in service and for the delayed response. It was never our intention to have dissatisfied you in any way.
We have now perused your account and see that you were charged clawback fees due to both lines still being in contract and the packages being down migrated.
The reason that matter needs to be resolved at store level is that the store is responsible to check that whether you are eligible to renew the contract and if the customer requests to be migrated to a lower package, they need to check that you are able to do so without any charges.
We've now contacted the store Supervisor to whom Niyaaz reports to directly and requested that the matter be resolved amicably. We will touch base with you as soon as we get feedback.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the breakdown in service and for the delayed response. It was never our intention to have dissatisfied you in any way.
We have now perused your account and see that you were charged clawback fees due to both lines still being in contract and the packages being down migrated.
The reason that matter needs to be resolved at store level is that the store is responsible to check that whether you are eligible to renew the contract and if the customer requests to be migrated to a lower package, they need to check that you are able to do so without any charges.
We've now contacted the store Supervisor to whom Niyaaz reports to directly and requested that the matter be resolved amicably. We will touch base with you as soon as we get feedback.
Regards
Tim
MTN Complaints Management Team: REQ:***