PSD call charged when limited data was exhausted
<p>I have been an MTN client for many years. My contract (<span style="color: #989898; font-family: arial; font-size: 12px; line-height: 16px; background-color: #fefefe;">24 MTH My MTNChoice 350mins) limits my Data package and when its exhsusted i need to purchase more. this month (July) my data bundle was exhausted so I purchased a 24hr bundle for 1700 mtn points. however my account was suspended because according to MTN i reached my limit of R3100. NOT on CALLS but on PSD calls which use Data which i have exhausted. To make it worse this usage was all incurred in one day (31/07/2016) whilst driving back from KZM to JHB. I wish to know how this is possible as i was driving, my Data was exhausted and i used my phone to make approx 4 voice calls</span></p>
Good day Yahya,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Kindly be advised that your line was unsuspended. Please note that the data charges incurred on 2016-07-31 may only be validated by the billing department once the invoice has been closed, after the 2016-08-12.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you and to restore your faith in us.
Regards,
Ayanda
REQ: **********
Good day Yahya,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Kindly be advised that your line was unsuspended. Please note that the data charges incurred on 2016-07-31 may only be validated by the billing department once the invoice has been closed, after the 2016-08-12.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you and to restore your faith in us.
Regards,
Ayanda
REQ: **********
Thank you for the responce . However, I called your call centre this morning (16 august 2016) and after having been cut off 4 times I finally got to talk to Thokela who is a senior personel in the call centre. My discusion with him was a big waste of time as he could give me no answers.
I upgraded my present contract (24 MTN My Choice 350 mins) which includes a capped 500mags of Data during May 2016. The agreement then was that whenever I reached this limit further data usage was suspended unless I purchased additional Data. On the 29 July, 2016 my data bundle (500mags) was used so I purchased Uncaped Data for 24 Hours ( Costing 1700 MTN Points) utilising my MTN points. This expired 24 hrs later on 30 July 2016.
On the 31 July 2016 I traveled from Shelly Beach, KZN to Johannesburg driving all the way. That evening I received an SMS informing that I had reached my limit of R3100 and that my service was suspended.. On the 01 August 2016 I called the call Centre. and after some arguments I spoke to a senior personel (Faizal) who advised me to call after the 12 August 2016 to resolve the problem. He un suspended my account so that I could continue making call as I had free minutes available. He advised me to disable the mobile data fecility on my phone.
I fail to understand how I could have used R2777.89 of data in one day (31 July 2016) when I had allready utilised my Capped Data including the Uncapped data purchased for 24 Hours 1700 MTN Units.
If you say that my contract is "open" and not capped then I wish to know when this was changed and on whoes instruction as I have NEVER instructed any one to change the status of my contract.
If MTN decides to respond to this please provide me with a solution.
Thank you for the responce . However, I called your call centre this morning (16 august 2016) and after having been cut off 4 times I finally got to talk to Thokela who is a senior personel in the call centre. My discusion with him was a big waste of time as he could give me no answers.
I upgraded my present contract (24 MTN My Choice 350 mins) which includes a capped 500mags of Data during May 2016. The agreement then was that whenever I reached this limit further data usage was suspended unless I purchased additional Data. On the 29 July, 2016 my data bundle (500mags) was used so I purchased Uncaped Data for 24 Hours ( Costing 1700 MTN Points) utilising my MTN points. This expired 24 hrs later on 30 July 2016.
On the 31 July 2016 I traveled from Shelly Beach, KZN to Johannesburg driving all the way. That evening I received an SMS informing that I had reached my limit of R3100 and that my service was suspended.. On the 01 August 2016 I called the call Centre. and after some arguments I spoke to a senior personel (Faizal) who advised me to call after the 12 August 2016 to resolve the problem. He un suspended my account so that I could continue making call as I had free minutes available. He advised me to disable the mobile data fecility on my phone.
I fail to understand how I could have used R2777.89 of data in one day (31 July 2016) when I had allready utilised my Capped Data including the Uncapped data purchased for 24 Hours 1700 MTN Units.
If you say that my contract is "open" and not capped then I wish to know when this was changed and on whoes instruction as I have NEVER instructed any one to change the status of my contract.
If MTN decides to respond to this please provide me with a solution.