WvdR
Werner van der Riet
1 reviews | Active since Nov 2014
01 Sept 2016, 10:00
Overcharged twice now
<p>I have a separate cell phone and contact under another number; This is a spare phone that I use from time to time for the free minutes on it. It is switch off most of the time and not in use. However, I was previously(13/06/2016) charged a packet switched data call fee of R1500 which is impossible for a contract of R400 a month and a phone that rarely in use. I got charged R3387.80 yesterday for this account which is impossible. I suspect either the sim card is cloned and being used without my knowledge. I trying disable/cancel the sim(as its' just a secondary sim), and recover the lost funds. I am more than willing to pay the contract fee, but not the not for a data that I myself have not used. Customer care reference # ********** 7]</p>
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Replies (2)
MTN South Africa's replyOfficial
02 Sept 2016, 10:26Good Day VDR
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Please note that without your ID number, Cell phone number in question or MTN account number we are unable to access the account in question and as a result we are unable to assist. Please provide us with these details.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards,
Zukiswa
REQ: **********
Best regards,
MTN South Africa's reply02 Sept 2016, 10:26
Official
Good Day VDR
Thank you for your post.
We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.
Please note that without your ID number, Cell phone number in question or MTN account number we are unable to access the account in question and as a result we are unable to assist. Please provide us with these details.
Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Kind Regards,
Zukiswa
REQ: **********
Best regards,
WvdR
Werner van der Riet's updateReviewer Update
21 Sept 2016, 09:30Good day,
Zukiswa
Thank you for the response; however are you not able to retrieve the information from the reference number? I should not have to post the private information requested on a public form.That is bad advice; as this can then be used for identity theft.
The best solution provided to the enquiry is that payment plan; that is ridiculous to charge me the full rate, if I had to purchase a data bundle the cost would be R400 Vs R4000. It's just data, I am willing to pay for the data; but at the reduced rate. Why must I be charged the full rate when the details surrounding the matter are still unclear.
Here is another reference number from the automated response system:
Y’ello,
Just a quick email to let you know that we have received your porting enquiry, and we’ll get back to you in the next eight (8) hours.
Your reference number is ********** 6 .
Should you wish to get in touch sooner, call us on ********** . Our office hours are Mondays to Fridays between 08:00 and 17:00, and Saturdays from 08:00 to 13:00.
Regards,
MTN Porting team
www.mtn.co.za
It's been more than a week now without any response.
WvdR
Werner van der Riet's update21 Sept 2016, 09:30
Reviewer Update
Good day,
Zukiswa
Thank you for the response; however are you not able to retrieve the information from the reference number? I should not have to post the private information requested on a public form.That is bad advice; as this can then be used for identity theft.
The best solution provided to the enquiry is that payment plan; that is ridiculous to charge me the full rate, if I had to purchase a data bundle the cost would be R400 Vs R4000. It's just data, I am willing to pay for the data; but at the reduced rate. Why must I be charged the full rate when the details surrounding the matter are still unclear.
Here is another reference number from the automated response system:
Y’ello,
Just a quick email to let you know that we have received your porting enquiry, and we’ll get back to you in the next eight (8) hours.
Your reference number is ********** 6 .
Should you wish to get in touch sooner, call us on ********** . Our office hours are Mondays to Fridays between 08:00 and 17:00, and Saturdays from 08:00 to 13:00.
Regards,
MTN Porting team
www.mtn.co.za
It's been more than a week now without any response.