1 reviews | Active since Mar 2013
Over billing me for their system being down
I get an sms from MTN stating my data bundle has run out, I immediately phone their call centre and purchase another, I get an sms after the call my limit has been changed, so I phone back, yes my limit has been changed and I now need to phone another number to get that sorted again but yes sir, the bundle reflects on our side, but I have not received a confirmation sms I said, you should get one sir. 4 days and 12 calls later I still haven't received my bundle and with every call, sorry sir, our system is down, so I made sure to every time mention that I will NOT pay the out of bundle rates. Now, as we all expected I was billed that out of bundle rates. So I phone again and guess what, our system is down sir. I speak to the supervisor, I will phone you back as soon as the system is up, hell I even got an sms saying our system is back up and we will contact you shortly. Thank goodness I wasn't holding my breath else I would've been 6 feet under by now! If this complaint doesn't work they will be reported to whichever ombudsman exists.
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
The usage limit has been changed by the user on the device from R500.00 to R1500.00 on the 23-8-2016 @14:55:33. The USD used *141*5# or *141*0.
The system reflect that you called in to load the 1GB on the 28-3-2016. The service has been loaded on the account on the 28-3-2016, as per the agent information. The system reflect that the 1GB has only been allocated to the sim card on the 31-3-2016 @15:27 and not on the 28th when you have requested for the bundle and this is the reason why you have not received the SMS to notify you.
The 1GB received with the package has been used up on the 28th of March 2016.
We have resend the request to the billing department to investigate again and pass the credit due to the system failure.
We will give you feedback once finalized with the billing department.
Kind Regards,
Alice van der Merwe
***
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
The usage limit has been changed by the user on the device from R500.00 to R1500.00 on the 23-8-2016 @14:55:33. The USD used *141*5# or *141*0.
The system reflect that you called in to load the 1GB on the 28-3-2016. The service has been loaded on the account on the 28-3-2016, as per the agent information. The system reflect that the 1GB has only been allocated to the sim card on the 31-3-2016 @15:27 and not on the 28th when you have requested for the bundle and this is the reason why you have not received the SMS to notify you.
The 1GB received with the package has been used up on the 28th of March 2016.
We have resend the request to the billing department to investigate again and pass the credit due to the system failure.
We will give you feedback once finalized with the billing department.
Kind Regards,
Alice van der Merwe
***