PM
Peter M
1 reviews | Active since Nov 2012
14 Nov 2018, 13:59
Out of bundle data sms
I have had a mobile data contract with Mtn for approximately 4 years (cellphone contract for about 15 years) but every time that I use mobile data I receive an sms telling me that I am "using data at out of bundle rates". I have tried calling the call centre but, of course, they were unable to assist because it was another department! I am so tired of receiving these sms's!! Please STOP
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Replies (2)
MTN South Africa's replyOfficial
15 Nov 2018, 14:19 Good day
Thank you for your post.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
At 90% of your data depletion the network is setup to send a message to all MTN customer informing them of the rates change in case they do not load more data bundles. At out of bundle rate you will be charged per megabyte unlike as per bundle rate. It is common practice to inform customers of out of bundle rate since it is charged differently. We thus encourage our customer to purchase bundles as it is more cost effective.
We apologize for any inconveniences caused as a result of this. We understand the frustration you have faced in your attempt to obtain results and answers. Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels. Warm Regards
Sizwe Schoeman Complaints Management team
Thank you for your post.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
At 90% of your data depletion the network is setup to send a message to all MTN customer informing them of the rates change in case they do not load more data bundles. At out of bundle rate you will be charged per megabyte unlike as per bundle rate. It is common practice to inform customers of out of bundle rate since it is charged differently. We thus encourage our customer to purchase bundles as it is more cost effective.
We apologize for any inconveniences caused as a result of this. We understand the frustration you have faced in your attempt to obtain results and answers. Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels. Warm Regards
Sizwe Schoeman Complaints Management team
MTN South Africa's reply15 Nov 2018, 14:19
Official
Good day
Thank you for your post.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
At 90% of your data depletion the network is setup to send a message to all MTN customer informing them of the rates change in case they do not load more data bundles. At out of bundle rate you will be charged per megabyte unlike as per bundle rate. It is common practice to inform customers of out of bundle rate since it is charged differently. We thus encourage our customer to purchase bundles as it is more cost effective.
We apologize for any inconveniences caused as a result of this. We understand the frustration you have faced in your attempt to obtain results and answers. Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels. Warm Regards
Sizwe Schoeman Complaints Management team
Thank you for your post.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
At 90% of your data depletion the network is setup to send a message to all MTN customer informing them of the rates change in case they do not load more data bundles. At out of bundle rate you will be charged per megabyte unlike as per bundle rate. It is common practice to inform customers of out of bundle rate since it is charged differently. We thus encourage our customer to purchase bundles as it is more cost effective.
We apologize for any inconveniences caused as a result of this. We understand the frustration you have faced in your attempt to obtain results and answers. Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels. Warm Regards
Sizwe Schoeman Complaints Management team
PM
Peter M's updateReviewer Update
15 Nov 2018, 18:40I do not accept your reply as I currently have 950 mb of data remaining and so am not nearing the end of my data allocation.
My recent messages were sent to me on Tuesday 12th Nov at 1.10 pm, Friday 9th Nov at 1.53 pm, Thursday 8th Nov at 12.52 pm, Wednesday 7th Nov at 2.12 am, Sat 3rd Nov at 7.24
pm and so on and so forth.
This is nowhere near the end of my data so this must be a scare tactic to by Mtn to force me to buy more data. Shame on you!
PM
Peter M's update15 Nov 2018, 18:40
Reviewer Update
I do not accept your reply as I currently have 950 mb of data remaining and so am not nearing the end of my data allocation.
My recent messages were sent to me on Tuesday 12th Nov at 1.10 pm, Friday 9th Nov at 1.53 pm, Thursday 8th Nov at 12.52 pm, Wednesday 7th Nov at 2.12 am, Sat 3rd Nov at 7.24
pm and so on and so forth.
This is nowhere near the end of my data so this must be a scare tactic to by Mtn to force me to buy more data. Shame on you!