ZK
Zanie K

1 reviews | Active since Jul 2011

05 Oct 2015, 09:20

MTN: Stop subtracting money from my account!!!

I cancelled my contract on 2/7/15 (***) and was assured on 2 occasions by 2 different MTN stores that MTN would only subtract money from my account once more. On the second occasion the person assured me that no money would be subtracted again as I was already on prepaid and I had not received money again on my account at the end of the previous month. I had lodged a Hellopeter complaint before that (5/8/15, ref ***) and received feedback on 21/8/15 that another amount would be subtracted from my account on 1/9/15 as the request was received after the July invoice was finalised. <br> I cannot see how it is my problem if you received the instruction too late due to your call centre striking, I did what I was contractually obliged to do and gave a month's notice. I also do not think it is fair if I have to pay another D/O if I did not even receive money on my account. This means I paid 2 months' notice instead of 1. And that after having been assured on 2 occasions that money would only be subtracted once more.<br> My bank has now advised me to go and lay a charge at the police station if you continue to subtract money from my account!

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Replies (1)
MTN South Africa
MTN South Africa's reply05 Oct 2015, 16:29
Official
Hello zanie82,

Thank you for bring this matter to our attention.

We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.

Kindly note that if you requested the cancellation on the 2 July the line would be cancelled on the 1 August 2015,since you are required to provide us with 30 days notice. According to our records, the last billing was on the 2 July and we debited your bank account on the 1 September. This was your last debit order.

We would like to assure you that we are actively working to improve our service levels.

Kind regards
Veronica
REQ:***