BG
Brian G
1 reviews | Active since Dec 2017
30 Jan 2018, 08:08
Overcharged
Numerous times I have tried to settle the issue with MTN. Wasted more of my resources to phone multiple times but still received no joy. All I want is for someone to pull the recroding of the call that was made to me and they would hear in the agents own words that I am right. The fact that MTN does not want to do this simple thing, which actually is my right to request the recording that was made of the call, makes me think that MTN knows that they are wrong. I have reversed all the balance of the payment that, according to MTN "was due". I owe MTN nothing because of the overcharge in April would cover my base rate of the contract of R79. I am terminating this contract and I will take this further because this is utterly pathetic and unexceptable. This would be the second time that I post on Hello Peter about this and all I got from the first post was "The billing information is correct". But my reply on hello Peter was rejected asking for the recording.
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Replies (2)
MTN South Africa's replyOfficial
31 Jan 2018, 20:46Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that account C*** with cell number linked *** is on an open 1GB broadband package and not Top Up, a usage limit cannot be set up on this old packages due to this function is not available, The free allocated 1GB was used up and further usage was done on the sim card and account billed for extra data charges.
The investigation was done:
Ref: ***, advised subscriber that charges are valid as he always been on an open line and never a Top Up, client used a total of 2.176GB.
The request was sent to MTN Direct Sups to assist with the recording, kindly be advised that call recordings cannot be sent directly to the client, the recording can be send to a MTN shop close to you to be listen to.
The first call to the call centre was only in December 2017 regarding the billing on the account. The account balance is now R 1,090.42.
Cancellation request is required one month before the contract expires , 2018-02-06, 808 call centre can be contracted for the call to be transferred to the Retentions department.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply31 Jan 2018, 20:46
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that account C*** with cell number linked *** is on an open 1GB broadband package and not Top Up, a usage limit cannot be set up on this old packages due to this function is not available, The free allocated 1GB was used up and further usage was done on the sim card and account billed for extra data charges.
The investigation was done:
Ref: ***, advised subscriber that charges are valid as he always been on an open line and never a Top Up, client used a total of 2.176GB.
The request was sent to MTN Direct Sups to assist with the recording, kindly be advised that call recordings cannot be sent directly to the client, the recording can be send to a MTN shop close to you to be listen to.
The first call to the call centre was only in December 2017 regarding the billing on the account. The account balance is now R 1,090.42.
Cancellation request is required one month before the contract expires , 2018-02-06, 808 call centre can be contracted for the call to be transferred to the Retentions department.
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
BG
Brian G's updateReviewer Update
31 Jan 2018, 21:09Hi Alice, the information that you have provided is not new to me because this is what every single person had told me. Yes the first call was made in the beginning of December 2017 after the first incorrect payment of R548. This is also not correct that "a limit cannot be put on this contract" because the last time that I spoke to one of the call centre agent they had put a limit on the account (this can also be validated by the recording of the call). As for the recording of the inception of this upgrade I would like it to be sent to the MTN store in Gateway so that we can settle this once and for all, where I as the customer will be provenue right and MTN wrong. I would most definitely like to terminate this contract nut I called in the latter part of December for them to terminate. There is a note that was place by the agentire I spoke to that this needs to be actioned. I am awaiting your response to this reply.
BG
Brian G's update31 Jan 2018, 21:09
Reviewer Update
Hi Alice, the information that you have provided is not new to me because this is what every single person had told me. Yes the first call was made in the beginning of December 2017 after the first incorrect payment of R548. This is also not correct that "a limit cannot be put on this contract" because the last time that I spoke to one of the call centre agent they had put a limit on the account (this can also be validated by the recording of the call). As for the recording of the inception of this upgrade I would like it to be sent to the MTN store in Gateway so that we can settle this once and for all, where I as the customer will be provenue right and MTN wrong. I would most definitely like to terminate this contract nut I called in the latter part of December for them to terminate. There is a note that was place by the agentire I spoke to that this needs to be actioned. I am awaiting your response to this reply.