CL
Charles L
1 reviews | Active since Apr 2015
24 May 2016, 06:48
MTN Poor serive and no Feednack
<p> I received a bill of R1200 for mobile number 083822****. I immediately contacted MTN as this phone is used by my daughter and the limit is set to R130.00<br /> The call center agent advised that the number had already been suspended by ***** and the limit (R34**.00) had been exceeded. <br /> The phone was upgraded 2 months back. I was advised by the second call agent that I should have been advised to reset the limit. I certainly do not recall this… Please would you send me a copy of the contract re this. <br /> I also requested itemized billing which I am yet to receive. <br /> Please can I request that this amount be reversed as I did not authorize any limit upgrade. I would also like to understand how this was done and by who.</p> <p>The above problem was repored to MTN almost a month ago and as yet 1) No itemised billing has been received, 2) no copy of the contract where I need to reset the amount, 3) funds have not been reversed 4) no feedback of the status of the query.</p> <p> </p> <p>Please provide feedback and action on call ref ***9</p> <p> </p> <p>ICASA is copied on the next mail if no feedback is received</p> <p>Tks Charles</p> <p>***</p>
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Charles L's updateReviewer Update
26 May 2016, 19:12Just for my understanding. Was the user (my daughter) prompted to upgrade the limit and if so why? If so how do you confirm that the user is the actual account holder? Once again, why was the original limit not carried over when only a device upgrade was done? Surely this is a “system flaw”
For further action on this complaint, are you advising that MTN has no record of my usage? Is there no regulatory requirement to store details for a certain period of time. I need to understand should this go to the ICASA or the Ombudsman?
It may make sense that this be added to the contract and that a special signature be requested. I suspect there have been many complaints for the same thing?
In my mind MTN should discipline their own staff. What is the charge that you recommend that I lay? Dereliction of duty, Gross Negligence, not following process… Now we are assuming that the employee was suitably trained. Bearing in mind that I am R 4600-00 out of pocket. If found guilty these are dismissible offences (first offence).
I am not requesting that the account credit limit be removed. I can’t understand why the limit of the phone was removed in the first place. If this was not removed we would not be in this situation. Secondly, as there are 5 voice contracts on this a/c, how do you confirm that it is the account holder requesting a limit increase? Surely, it should be the same as each time I call MTN, I need to verify my credentials. IE, Name, ID, Residence… etc.
Usage limit can be set up by user of device with short code *141*5# follow the instruction. Thanks for this information now… Little too late... out of pocket.
No credit will be passed for the usage. And that’s fine as I am ultimately to blame as I am accountable for the a/c and should have been aware or any changes. However, as stated above I should have been advised by MTN (who should take accountability for their staff’s actions and have their customers interests at heart). Let’s see when the complaint is issued at not only the staff members but the telecommunication authorities and we start digging. I have been with MTN for many years, please check the money spent. The money I have lost owing to incompetence, negligence, or demotivated staff member will be nothing to what MTN will lose when the accounts are ported, which I do not want to do. (Please send this email to your retention department).
Tks Charles
CL
Charles L's update26 May 2016, 19:12
Reviewer Update
Just for my understanding. Was the user (my daughter) prompted to upgrade the limit and if so why? If so how do you confirm that the user is the actual account holder? Once again, why was the original limit not carried over when only a device upgrade was done? Surely this is a “system flaw”
For further action on this complaint, are you advising that MTN has no record of my usage? Is there no regulatory requirement to store details for a certain period of time. I need to understand should this go to the ICASA or the Ombudsman?
It may make sense that this be added to the contract and that a special signature be requested. I suspect there have been many complaints for the same thing?
In my mind MTN should discipline their own staff. What is the charge that you recommend that I lay? Dereliction of duty, Gross Negligence, not following process… Now we are assuming that the employee was suitably trained. Bearing in mind that I am R 4600-00 out of pocket. If found guilty these are dismissible offences (first offence).
I am not requesting that the account credit limit be removed. I can’t understand why the limit of the phone was removed in the first place. If this was not removed we would not be in this situation. Secondly, as there are 5 voice contracts on this a/c, how do you confirm that it is the account holder requesting a limit increase? Surely, it should be the same as each time I call MTN, I need to verify my credentials. IE, Name, ID, Residence… etc.
Usage limit can be set up by user of device with short code *141*5# follow the instruction. Thanks for this information now… Little too late... out of pocket.
No credit will be passed for the usage. And that’s fine as I am ultimately to blame as I am accountable for the a/c and should have been aware or any changes. However, as stated above I should have been advised by MTN (who should take accountability for their staff’s actions and have their customers interests at heart). Let’s see when the complaint is issued at not only the staff members but the telecommunication authorities and we start digging. I have been with MTN for many years, please check the money spent. The money I have lost owing to incompetence, negligence, or demotivated staff member will be nothing to what MTN will lose when the accounts are ported, which I do not want to do. (Please send this email to your retention department).
Tks Charles