1 reviews | Active since Jan 2012
over 90 days and still counting, query not settled
I was overcharged R9000 for data usage fro December. After contacting MTN the lady advised that I have the amount reversed in my account which I've done for 3 months now. I spoke to this lady on the 3rd of Jan - reference No. ***. After numerous emails I received \call data records\" which mean very little and prove nothing. Subsequent queries and complaints have had NO response besides an automatic email reply. My query has been handled extremely poorly and I'm at the point where I cannot stand MTN. Utterly disgusting service and customer care. After not responding for so many days I expect that MTN accept the amounts charged to be an error, my account to rectified, a letter of apology, all devices to be in full operation."
Dear Valued Customer,
Thank you for taking the time to raise your concerns with MTN.
Kindly note the below response from our billing department
Sent: Sunday, 17 January 2016 10:32 AM
To: '***'
Subject: *** Call Data Records
Good day Mr Craig Sander,
We do apologise for the delayed response.
In response to your query:
Please find attached copy of the Call Data Records and URL report for data usage.
Kindly be advised that your invoice dated (13th December 2015) has been investigated as requested.
Please find calculation below:
Invoice 2015-12-13 total day data used : 13762.83MB - 3072MB (monthly allocation) - 3072MB(carry over data) = 7618.83MB @ R0.44(out of bundle rate excl. vat) = R3352.29 (amount customer supposed to be charged).
As per attached Itemised Billing, customer was charged R3377.23 excl. vat on this invoice, which is equivalent to the calculated usage above.
Please note that the usage limit has been set to R0.00 on the 2015-12-03 and the charges were generated before the limit was set.
Your charges has been validated correct as per the sim serial
warm regards
mike
REQ:***
Dear Valued Customer,
Thank you for taking the time to raise your concerns with MTN.
Kindly note the below response from our billing department
Sent: Sunday, 17 January 2016 10:32 AM
To: '***'
Subject: *** Call Data Records
Good day Mr Craig Sander,
We do apologise for the delayed response.
In response to your query:
Please find attached copy of the Call Data Records and URL report for data usage.
Kindly be advised that your invoice dated (13th December 2015) has been investigated as requested.
Please find calculation below:
Invoice 2015-12-13 total day data used : 13762.83MB - 3072MB (monthly allocation) - 3072MB(carry over data) = 7618.83MB @ R0.44(out of bundle rate excl. vat) = R3352.29 (amount customer supposed to be charged).
As per attached Itemised Billing, customer was charged R3377.23 excl. vat on this invoice, which is equivalent to the calculated usage above.
Please note that the usage limit has been set to R0.00 on the 2015-12-03 and the charges were generated before the limit was set.
Your charges has been validated correct as per the sim serial
warm regards
mike
REQ:***