Out of Data Charges
<p>Between 25 & 31 December I received a message that my Databundle Limit was reached. I was on holiday at the time and needed my phone to continue my business. I then tried to contact MTN but no one answered their phone in 5 days. They then sent me a message to inform me that I can purchase more data on my phone by typing in *141*2*13331* or *141*2*999#, only to recieve a message that I am not registered for this service and that I had to contact or Visit them. I tried phoning again and again, no answer. I then visited 3 MTN stores, but they could also not assist as they classed my account as a Business Account and no one answered the Business desk (the store manager was also frustrated). I then tried to purchase Data via Nedbank, but Nedbank resonded with "the Service provider could not complete the Transaction" I tried several times. Only a few days after this incedent, Nedbank allowed the purchase to be made. I then interupted my holiday to visit MTN Pietermaritzburg were I was informed that I may only lodge a complint once the Invoice was received in January 2017. Before the Invoice arrived, MTN had put a R 10 000.00 Debit Order on my account . I then stopped the Debit Order as we needed the money to purchase stock. I did a manual payment for R 3000.00 (My normal Bill is about R 2700.00 per month) hoping that MTN would contact me and have a discussion on the matter. They never did but MTN has just sent me a message that I now owe them R 35 000.0 (with no explenation) that must be paid immitiately or my account will be suspended. I have been trying to phone them all of today. You can forget to speak to a human...the phone is just put down once you get passed the automated service. I have been their client since 1994. They just don't care!!!! I have never autorised them to bill me once my data was finished. Why did they not simply cut the data service. If I had not caught the additional billing in time, they could have sent me an UNLIMITED Bill. Surely this is against the consumer Act. They are never availible to speak to, short of getting in your car and visiting the Head Office. This is yet another day of leave you have to waist. Once you get there, they tell you to send and eMail, which you never get a response on....what to do!?!?!?!?!?! I AM DESPERATE!!!!</p>
After waiting patiently, MTN has finally come back to me. As expected, they have FLATLY INGORED my request and dit not look at the facts. They are now relying on fine print that was signed 17 Years ago when data was not even an option. If you look at their resonse, it is a flat Brush off. They did not even discuss how the R 35 000.00 was calculated.
Good day ,
We apologize for the delayed response.
Thank you for emailing Consumer Corp and SME.
Please be advised if you would like to load data you will have to request for a service that will allow you to load data bundle (self-service) which will be billed on your invoice, please note the package you have does not allow you to recharge airtime as it is an open line therefore once the airtime is used up you will be charged our out of bundle rate same applies to data bundle is you have used it up and continue using internet we will charge you R0.99 per MB.
Please note on the invoice the query is related to you used up the data bundle that you receive on contract and you continued using data then we billed you the out of bundle rate which is R0.99 per MB.
As per our records there is a validation of data charges that was requested and response was sent to you on the 2017-02-16 on e-mail by our billing team.
We look forward to being of service to you in the future.
Kind Regards,
Ezethu Mavanda
Consumer Corp and SME
MTN SA
PLEASE NOTE: They want me to REQUEST to change contract types BUT we can not get hold of them...EVER!!!! If they actually READ my orogional complaint, they would have noticed that I DID TRY AND GET THE CONTRACT CHANGED, I spent many hours trying to get hold of them...NO ANSWER. I went INTO 3 Different Stores...NO LUC****
I am now going to Head Office. Last time I had a problem with a Bill (Accross Border Billing) I was told by the Gent at HQ to write a email...LOL!!!
My advice to all MTN customers. RUN FOR THE HILLS. This is a company that does not care one bit about their clients. We are now migrating the Entire company from MTN. It is sad to see that MTN has grown so big that the lojal clients of many years are chased off like this.
I have given up on trying to phone them, for a Phone company, their Call Centre is pathetic at best!!!
After waiting patiently, MTN has finally come back to me. As expected, they have FLATLY INGORED my request and dit not look at the facts. They are now relying on fine print that was signed 17 Years ago when data was not even an option. If you look at their resonse, it is a flat Brush off. They did not even discuss how the R 35 000.00 was calculated.
Good day ,
We apologize for the delayed response.
Thank you for emailing Consumer Corp and SME.
Please be advised if you would like to load data you will have to request for a service that will allow you to load data bundle (self-service) which will be billed on your invoice, please note the package you have does not allow you to recharge airtime as it is an open line therefore once the airtime is used up you will be charged our out of bundle rate same applies to data bundle is you have used it up and continue using internet we will charge you R0.99 per MB.
Please note on the invoice the query is related to you used up the data bundle that you receive on contract and you continued using data then we billed you the out of bundle rate which is R0.99 per MB.
As per our records there is a validation of data charges that was requested and response was sent to you on the 2017-02-16 on e-mail by our billing team.
We look forward to being of service to you in the future.
Kind Regards,
Ezethu Mavanda
Consumer Corp and SME
MTN SA
PLEASE NOTE: They want me to REQUEST to change contract types BUT we can not get hold of them...EVER!!!! If they actually READ my orogional complaint, they would have noticed that I DID TRY AND GET THE CONTRACT CHANGED, I spent many hours trying to get hold of them...NO ANSWER. I went INTO 3 Different Stores...NO LUC****
I am now going to Head Office. Last time I had a problem with a Bill (Accross Border Billing) I was told by the Gent at HQ to write a email...LOL!!!
My advice to all MTN customers. RUN FOR THE HILLS. This is a company that does not care one bit about their clients. We are now migrating the Entire company from MTN. It is sad to see that MTN has grown so big that the lojal clients of many years are chased off like this.
I have given up on trying to phone them, for a Phone company, their Call Centre is pathetic at best!!!
After struggeling with this matter for 2 Months now, I finally got hold of Lizel Morris in accounts. After receiving my mail, she CONFIRMED that she got may mail AND promissed a reply on the same day. Guess what, she ACTUALLY repied that same day. The matter was resolved within 24 Hour, my account credited and my service restored....WOW!!!
What a preasure to deal with someone that actually cares for the job. Well done Lizel. I have decided not to move my business over to the competition, because you cared.
After struggeling with this matter for 2 Months now, I finally got hold of Lizel Morris in accounts. After receiving my mail, she CONFIRMED that she got may mail AND promissed a reply on the same day. Guess what, she ACTUALLY repied that same day. The matter was resolved within 24 Hour, my account credited and my service restored....WOW!!!
What a preasure to deal with someone that actually cares for the job. Well done Lizel. I have decided not to move my business over to the competition, because you cared.