LM
Lisinda M
1 reviews | Active since Jul 2011
17 Jun 2019, 23:54
MTN SA threatens legal collection on current account
I am shocked to receive a collection notice just days after speaking to the legal department, having been informed that the account was incorrectly marked "legal" since it is not more than 30 days in arrears AND acknowledged to be paid monthly.
This after MTN SA legal acknowledged that there is still a query active about outstanding credits due to the customer because it took MTN SA 9 MONTHS!!!! to update the upgraded pricing structure on the contract.
So, MTN SA owes the client close to R500 in credit ageing back to 2017.07 for the 9 months of overcharge, but is threatening collection and disconnection and legal consequence for a R96 owed to MTN SA sitting in 30 days.
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Replies (2)
MTN South Africa's replyOfficial
19 Jun 2019, 07:58Good day
Thank you for your post.
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Please note that I will escalate this matter to the legal management team to provide feedback on this matter urgently. I will revert back to you with feedback and way forward.
We would like to assure you that we are actively working to improve our service levels.
Warm Regards
Zenetta Portia Viljoen
Complaints Management team
MTN South Africa's reply19 Jun 2019, 07:58
Official
Good day
Thank you for your post.
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Please note that I will escalate this matter to the legal management team to provide feedback on this matter urgently. I will revert back to you with feedback and way forward.
We would like to assure you that we are actively working to improve our service levels.
Warm Regards
Zenetta Portia Viljoen
Complaints Management team
LM
Lisinda M's updateReviewer Update
08 Jul 2019, 21:46Hi Zenetta
Thank you for your response, however: I sent the contract summary to the legal team and received an auto-response saying that I will have feedback within 8 hours. My contact details were on the e-mail. Needless to say, I have NOT received feedback in the proclaimed 8 hours (it's 2 weeks already), other than a demand and cancellation letter with charges, which I find extremely hostile in light of the account being a month to month subscription, paid monthly, not in arrears for more than 60 days with outstanding credits and unaddressed tickets.
When and how is this going to be resolved?
Thank you for your response, however: I sent the contract summary to the legal team and received an auto-response saying that I will have feedback within 8 hours. My contact details were on the e-mail. Needless to say, I have NOT received feedback in the proclaimed 8 hours (it's 2 weeks already), other than a demand and cancellation letter with charges, which I find extremely hostile in light of the account being a month to month subscription, paid monthly, not in arrears for more than 60 days with outstanding credits and unaddressed tickets.
When and how is this going to be resolved?
LM
Lisinda M's update08 Jul 2019, 21:46
Reviewer Update
Hi Zenetta
Thank you for your response, however: I sent the contract summary to the legal team and received an auto-response saying that I will have feedback within 8 hours. My contact details were on the e-mail. Needless to say, I have NOT received feedback in the proclaimed 8 hours (it's 2 weeks already), other than a demand and cancellation letter with charges, which I find extremely hostile in light of the account being a month to month subscription, paid monthly, not in arrears for more than 60 days with outstanding credits and unaddressed tickets.
When and how is this going to be resolved?
Thank you for your response, however: I sent the contract summary to the legal team and received an auto-response saying that I will have feedback within 8 hours. My contact details were on the e-mail. Needless to say, I have NOT received feedback in the proclaimed 8 hours (it's 2 weeks already), other than a demand and cancellation letter with charges, which I find extremely hostile in light of the account being a month to month subscription, paid monthly, not in arrears for more than 60 days with outstanding credits and unaddressed tickets.
When and how is this going to be resolved?