Hellopeter
Share Your Experience
OB
Olivia B

1 reviews | Active since Nov 2018

06 Nov 2018, 21:28

Overcharged and Undersupp**** Data

During September 2018 I was contacted by one of MTN's marketers offering two deal options on my current data month to month contract of R93: 1) Upgrade to a contract for R89 per month for 4 gigs day and 2 gigs night and if I remember correctly with a new 3g OR 2) Remain on the current month to month for R109 per month with 2gigs day and 2gigs night and keeping my old 3g.

To my disappointment I found the following....

Month 1 I received my 4 gigs and charged R204 * CORRECT GIGS, BUT OVERCHARGED Month 2 I only received 2 gigs and was charged R190 * GIGS UNDER SUPP**** AND OVERCHARGED

In view of what was offered and what was actually provided and charged is a major difference.

I logged this complaint by calling into the Contact Centre on 2 occasions and sent 2 emails. During my last call I asked to speak to the Manager and was informed that the Manager is not available but there are 2 Supervisors that was on duty. The Supervisor was apparently busy on another call and after 10 minutes I was still holding on and the call was cut. Not the Agent nor the Supervisor had the decency to call me back.

I sent an email to the Manager, but it bounced back. I believe the incorrect email address was given to me.

When the Customer Services team responded on my first email requesting security points I provided this information. Clearly they have a trail of my complaint why asking for this information again after my 2nd email. Are they playing for time as they still did not refund the money they overcharged me for the 2 months and still did not give my 2gigs night time data that was due on the 15th of October already.

I cannot understand that after 2 calls and 2 emails this matter had not been effectively resolved as yet.

I am deeply disappointed and disgusted in the level of service MTN is providing.

0
Replies (2)
MTN South Africa
MTN South Africa's reply08 Nov 2018, 11:04
Official
 Good day 
Thank you for bringing this matter to our attention.  We apologize for the delayed response and for any inconvenience incurred. 
We will investigate and provide you with feedback. 
 Warm Regards 
Sizwe Schoeman Complaints Management team 

Best regards,

OB
Olivia B's update10 Nov 2018, 12:46
Reviewer Update
Good day, I received a call from Sizwe 2 days after my complaint was lodged. I requested a contact number or email address to directly communicate with Sizwe, should this matter not be resolved effectively. Sizwe informed me that his email address will be on this site. I however do not see his email address and have no alternative but to lodge this matter on this site again. On Thursday 8th November 18, Sizwe contacted me with the following solutions: 1) He will arrange that the refund of the overpayment be paid out to me within 48 hours. I informed him that the amount that they are processing for the refund is incorrect. He promised that he will ask them to stop the refund on the incorrect amount and make it out on the correct amount. 2) He will send an email to their technical department to enquire why I cannot see my night time data - apparently there is 1.98gigs showing on their side, but on my side it is showing 0. 3) He is giving me a 1gig anytime free to apologise for the inconvenience caused 4) He will contact me by the end of the day (hopefully?), 8th October to give me feedback on both the refund and the technical enquiry and is immediately giving me the free 1gig anytime data. As at today, 10th November @12h24 the situation is as follows: 1) Since I used my 3g modem after our telephonic discussion the connection remains on edge. Asked Sizwe about this whilst we were on the phone and he suggested that I disconnect and reconnect. Tried several time to connect and disconnect since then, but no luck. There is no way that I can use the "free" data (even the few kbs that was left on my anytime data). It only allows me to browse or it just don't connect at all. I never had this problem previously. 2) I am still waiting on the feedback with regards to the rest of the issues, refund progress and technical query. Sizwe tried his best to resolve this matter. However, I believe the entire process at MTN needs to be revisited to ensure effective resolution of complaints. It cannot firstly take 4 direct contact attempts for longer than a month, without a solution, an attempt via hellopeter with a response only after 2 days and still no complete resolution after another 2 days, but rather added frustration in connection problems. MTN you will have to get your act in place. Olivia