GM
Geraldene M
1 reviews | Active since Jun 2016
30 Jun 2016, 13:15
MTN shows no transparency
<p>I have been a client for over 15 years. My monthly invoices amount to on average between R500-R700 a month. In the month of March and April my bill was R1800 and R1400. When I questioned this, I was told it was for data usage. Because my monthly data ran out my contract automatically went onto the out of bundle rates. My issue is with the fact that I never gave any one permission to charge me out of bundle rates. My contract that I signed with MTN stated that I get a certain number of free MBs a month. I agreed to that. When this gets used up, I should be asked if I would like to continue with out of bundle rates and not for it to just default to that. I would have been happy to not have any data once it is used up for the month.I did not agree to my account using out of bundle rates for amounts that I cannot control and then being shocked with a bill at the end of the month that is ridiculous!!!This is not according to the NCR regulations about being transparent and putting the client in control. At no point in time did I agree to this and yet it has been forced on me. I have taken it up the line in terms of their internal complaint channels, but they have not responded to the allegations of not being transparent or the fact that I want a refund of these bills.</p>
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MTN South Africa's replyOfficial
05 Jul 2016, 11:33Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly be advised that your contract is on an Open package Anytime 200. Once you utilized the data and airtime received free with the package the account will be billed out of bundle rates for data and calls, no permission is needed from client the system is set up according to the NCR regulations.
The request has been sent to the billing department to assist with the validation request for April and May if the charges are correct they will notify us there is no credit due if the billing is incorrect the account will be credited. We are waiting on the billing response.
You may visit any MTN store to assist you to migrate the line to Top Up.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
MTN South Africa's reply05 Jul 2016, 11:33
Official
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Kindly be advised that your contract is on an Open package Anytime 200. Once you utilized the data and airtime received free with the package the account will be billed out of bundle rates for data and calls, no permission is needed from client the system is set up according to the NCR regulations.
The request has been sent to the billing department to assist with the validation request for April and May if the charges are correct they will notify us there is no credit due if the billing is incorrect the account will be credited. We are waiting on the billing response.
You may visit any MTN store to assist you to migrate the line to Top Up.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,