One year later and no resolve on account
<p>My account was set up incorrectly while doing a telephonic upgrade. One month into my contract I noticed the incorrect billing and made numerous phone calls and sent emails requesting it to be fixed. No action was take n by MTN to have this corrected and needless to say my account ran up a bill. 3 months down the line it was eventually set up correctly as I sent documents to prove I was not at fault. I was promised that my account would be credited. It's now one year later and my account has been suspended. Female, sales rep on the road and I can't make a phone call. And not one person at MTN can help me. This is the most disgusting unproffesional service I have ever encountered. I am beyond frustrated.</p>
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN.
kindly be advised that the data charges were validated by our billing department on the 25/09/2015 and a credit of R1092.33 was passed on the 02/10/2015 into your contract account and we have attached the Open Item report for your perusal sent to **********
kindly note response below from billing department:
Good day, your MTNSP query reference: REQ: ********** . A credit request of R1029.33 including vat for data charges billed incorrectly on invoice/s dated: 26/05/2015 till 26/07/2015 has been sent through for approval for cell: ********** 252.
May - total data used 1.51GB minus 500mb = 1.01GB *0.99/1.14= R872.78 ex vat
May invoicing came to R908.96 minus the R872.78 credit amount is R 36.18 ex vat.
June - total data used 2.76GB minus 500mb = 2.26GB *0.99/1.14 = R1962.89 ex vat. June invoicing came to R2397.93 minus the R1962.89 credit amount is R435.00 ex vat.
July - total data used 3.13GB minus 500mb = 2.63GB *0.99/1.14 = R2291.22 ex vat. July invoicing came to R2722.96 minus the R2291.22 credit amount is R431.74.
Thank you.
warm regards
mike
REQ: **********
Dear Valued Customer,
Thank you for taking time to raise your concerns with MTN.
kindly be advised that the data charges were validated by our billing department on the 25/09/2015 and a credit of R1092.33 was passed on the 02/10/2015 into your contract account and we have attached the Open Item report for your perusal sent to **********
kindly note response below from billing department:
Good day, your MTNSP query reference: REQ: ********** . A credit request of R1029.33 including vat for data charges billed incorrectly on invoice/s dated: 26/05/2015 till 26/07/2015 has been sent through for approval for cell: ********** 252.
May - total data used 1.51GB minus 500mb = 1.01GB *0.99/1.14= R872.78 ex vat
May invoicing came to R908.96 minus the R872.78 credit amount is R 36.18 ex vat.
June - total data used 2.76GB minus 500mb = 2.26GB *0.99/1.14 = R1962.89 ex vat. June invoicing came to R2397.93 minus the R1962.89 credit amount is R435.00 ex vat.
July - total data used 3.13GB minus 500mb = 2.63GB *0.99/1.14 = R2291.22 ex vat. July invoicing came to R2722.96 minus the R2291.22 credit amount is R431.74.
Thank you.
warm regards
mike
REQ: **********
Hi Mike
If you read all my email correspondance you will see that my bill from day one of my contract was supposed to be R509 as agreed. My account was set up incorrectly by your upgrade department. After one month I noticed my account was running a bill and I called your call centre and emailed your call centre to change the set up. 3 months later they eventurally fixed it but leaving me with a bill which I am not liable for. I have been trying to contact your legal department and customer care but nobody can assist me. May, June and July 2015 I should only be liable for R509 per month. This is MTN's error and not mine. I am tired of being passed on from one person to the next with no resolve. It is the lack of service from MTN that my account was not set up correctly from the start and as a result I am expected to pay for it. Please can you get a Manager or someone senior to contact me asap. I need this sorted by the end of today. it's been a year....
Hi Mike
If you read all my email correspondance you will see that my bill from day one of my contract was supposed to be R509 as agreed. My account was set up incorrectly by your upgrade department. After one month I noticed my account was running a bill and I called your call centre and emailed your call centre to change the set up. 3 months later they eventurally fixed it but leaving me with a bill which I am not liable for. I have been trying to contact your legal department and customer care but nobody can assist me. May, June and July 2015 I should only be liable for R509 per month. This is MTN's error and not mine. I am tired of being passed on from one person to the next with no resolve. It is the lack of service from MTN that my account was not set up correctly from the start and as a result I am expected to pay for it. Please can you get a Manager or someone senior to contact me asap. I need this sorted by the end of today. it's been a year....