CH
Caroline H
1 reviews | Active since Mar 2018
02 Mar 2018, 07:44
Overcharged with no resolution
I have been overcharged on my account since it started in November last year. Something about the person that opened the contract incorrectly loaded a promo code that I am now paying R400 a month for. I first phoned in and they said they will correct it. Then the next month the same amount went off again. So I went in to the Grove franchise store where I opened the contract and with bad service I waited an hour because the women was more interested in her phone then to log my issue, but at the end she said it will be resolved and they will return my money. At the end of that month the same amount went off again. So I went to a different store in Menlyn where I got good service and the lady said it will be resolved within a week, and today that same overcharged amount went off again! I really don't even know what to do next as nothing helps! And on top of everything the day after I went in to the Grove to fix the problem, I started receiving 6 messages a day of services I didn't sign up for charging me daily amounts.
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Replies (3)
MTN South Africa's replyOfficial
02 Mar 2018, 08:54Good day Caroline,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Kindly note that we have logged you request through through to our billing department for urgent assistance. You will contacted as soon as possible.
Kind regards,
Ishie.
Complaints Management Team.
Best regards,
MTN South Africa's reply02 Mar 2018, 08:54
Official
Good day Caroline,
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. Kindly accept our sincere apologies for any inconvenience caused.
Kindly note that we have logged you request through through to our billing department for urgent assistance. You will contacted as soon as possible.
Kind regards,
Ishie.
Complaints Management Team.
Best regards,
MTN South Africa's replyOfficial
02 Mar 2018, 09:28Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that the promo fee service is correct, this charge is for the device received with the upgrade for the 24 months period. Upgrade was done 12-10-2017.
The account was billed for H/Ware Fee for the device received while with Autopage (Samsung SM Galaxy) before migrated to MTN in 2016 the H/Fee billing was valid until Feb 2018. The previous account number with Autopage was C*** then the transfer was done to account A***. The Hardware fee charge was valid until 17-2-2018.
The Hardware fee service is now removed and no billing on the Feb/March invoices.
No credit due for the H/Ware fee charges,
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply02 Mar 2018, 09:28
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
Kindly be advised that the promo fee service is correct, this charge is for the device received with the upgrade for the 24 months period. Upgrade was done 12-10-2017.
The account was billed for H/Ware Fee for the device received while with Autopage (Samsung SM Galaxy) before migrated to MTN in 2016 the H/Fee billing was valid until Feb 2018. The previous account number with Autopage was C*** then the transfer was done to account A***. The Hardware fee charge was valid until 17-2-2018.
The Hardware fee service is now removed and no billing on the Feb/March invoices.
No credit due for the H/Ware fee charges,
Kind Regards,
Alice van der Merwe
Complaints Analyst
Best regards,
CH
Caroline H's updateReviewer Update
02 Mar 2018, 09:37No one told me about this charges and money can't be taken from my account without my acknowledged! I want the money back I have been away from autopage for longer than a contracts term and it was out of my hands that they closed down so why should I be punished? If not resolved I would like to cancel my upgrade and move to a divergent service provider!
CH
Caroline H's update02 Mar 2018, 09:37
Reviewer Update
No one told me about this charges and money can't be taken from my account without my acknowledged! I want the money back I have been away from autopage for longer than a contracts term and it was out of my hands that they closed down so why should I be punished? If not resolved I would like to cancel my upgrade and move to a divergent service provider!