MTN the **** life

<p>I've been trying since early December 2015, to get someone, ANY ONE at MTN to assist me with getting detailed invoices and copies of my contracts with MTN. </p> <p>The reason for this request is that MTN charged me for data I do not believe I used.</p> <p>I was charged for Switch data costs in June 2015, and contacted the Customer Care department and instructed them to set my data usage limit to “0”. This would ensure that no Switch data would occur. Meaning that once my monthly data package ran out, I had to recharge myself. According to the agent the setting was activated. </p> <p>In December however once I investigated the huge amounts I had been billed in the months October and November, I realised the above instruction was never actioned.</p> <p>I once again called the CC department and instructed the same as in June. This was on the 3.12.2015. The agent confirmed the same setting was activated. But now I owed MTN, R3933.84. And since I was sure I didn’t use this data I asked the agent who could assist.</p> <p>The agent advised that I should speak to the floor manager, Nomsa Khumalo, so she may lodge an investigation. I requested in detail feedback from Nomsa, meaning, I need an invoice reflecting my recharges/credits and then the usage/debits against the available data. As the itemised billing document MTN sends, only states the usage and charges. I requested this for the months of October and November 2015. And was assured by Nomsa that this report will be in full detail. With this I also requested a copy of my contract with MTN, as I was sure I didn’t give MTN the authority to purchase data on my behalf.</p> <p>Nomsa sent me the first and last email on the 10.12.2015, with a spread sheet reflecting only usage and charges. I’ve sent Nomsa, numerous follow up mails to no avail. She does not respond. I’ve spoken to numerous agents at the Customer care centre in January and February trying to obtain these items. To date, I have had NO response from Nomsa.</p> <p>In June I received a call from MTN’s collection agents, SSDA. They advised the account was handed over. I explained to numerous of their collection agents that MTN must prove the usage first before I will pay. Some of their agents did try to get the documents from MTN, but they failed. I have received a running statement with invoice numbers, amounts and some payments reflecting, more than once. But I am still waiting for in detail invoices and a copy of my contract.</p> <p>In August the account was handed over to SSDA legal department, DCCM. I was informed of this by MTN’s legal department, when following up on my request. So they wouldn’t assist me with the documents anymore as the account was handed over.</p> <p>I phoned DCCM in an effort to see if they could get me the documents I required. Their agent dropped the phone in my ear when I stressed my frustration with the situation.</p> <p>I then took a day’s leave to go to MTN head office on 14th Avenue. This was on the 26.08.2016. I was met by Ntsudzuluseni Mutheiwane, one of the Credit Controllers. The following was agreed. This is the mail he send me after the meeting.</p> <p>“As per your visit at MTN SA Innovation Centre.</p> <p> </p> <p>Our discussion concluded that you will make the payment of R 4,675.13, note that the outstanding balance on your account is R 9,229.61 and there is a late cancellation for the line ********** 40 with the ref no: ********** 87 on which all the invoices charged after the cancellation request was billed will be reversed and the amount is R 620.64. However for the invoices in disputes as agreed that we will wait for the response from our billing team with the validation which the amount was R 1,890.45 including VAT for the invoice of 2015-10-20 and the other amount is R 2,043.39 including VAT for the invoice 2015-11-20. Note that after the payment line will be reinstated with the additional forfeited months on the actual termination date of the lines.</p> <p>As requested note that the line ********** 60 has been cancelled.</p> <p>Attached is the open item statement to show the arrears amount.</p> <p>Kindly note that on my side when I am trying to send you the statements as promised its giving me a popup message to charge you for the reprints which I cannot override it, kindly confirm if I can forward them no matter the charges of R 18.86 excluding VAT.</p> <p>Note that I have advised SSDA to put the file on hold as there are still disputes on the account and the ref no is ********** 2.</p> <p>Regarding the copy of the contract I have escalated it to channel support for them to assist if they do have it on their side.</p> <p> </p> <p>Kind Regards, </p> <p>Ntsudzuluseni Mutheiwane’<br /> <br /> </p> <p>As I wasn’t clear on the how the forfeited months of airtime and data would be reimbursed by MTN, plenty mails between myself and Ntsudzuluseni followed. The amount of R4675.13, was paid on the 7th of September. This amount is for the months Feb to Aug 206, monthly contract fees, I did not pay, as I did not receive my invoices.</p> <p>Line: ********** 40, referred too was cancelled in September, and MTN kept on billing me for this, hence the reversed amount of R620.64.</p> <p>The response from the billing department refers to the long awaited proof documents of the data usage. This is why the amount was not settled and the legal department was informed of the investigation. No time to retrieve these documents could be given me by Ntsudzuluseni’s collegue, Mthokozisi Mcina, who logged the call for these two reports on 26.08.2016</p> <p>I followed up with the Customer care department on the 8th to make sure the payment reflected. By Monday the 12th the line was still not reactivated as agreed. I then contacted the Customer Care department after Ntsudzuluseni, ignored my mail enquiring on the date the line would be reactivated. The agent asked me to forward the proof of payment to the collections department, which I did. She would also reactivate the line. This didn’t happen. Yesterday afternoon I called the customer care department again. The agent asked me to again send the proof of payment to the collections department, she would also send a mail to ask them to activate the line. They did not do this.</p> <p>This morning I received a mail from, Nonhlanhla Zwane, from the MTN legal department stating the account was handed over to DCCM and that the line would only be reactivated once they’ve received a paid up letter.</p> <p>I have had enough of MTN’s incompetence and lawless attitude. MTN can clearly NOT proof the usage and also cannot proof that I’ve given them authority to purchase data on my account. That is why they cannot locate a copy of my contract. They hide behind their attorneys, that clearly also do not comprehend customer service or consumer rights.</p> <p>I would like the correct person at MTN to contact me. This person must be able to reactivate my line, give me the documents I require from MTN, I am not willing to wait any longer for SOMEONE or ANYONE at MTN to assist me. I will also extend this complaint to the Ombudsman today. As MTN has acted unfairly and ********** and after 10 months of begging and pleading, I think I've given them fair chance to rectify and assist.</p>