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LM
Louisa M

1 reviews | Active since Jun 2012

16 Nov 2017, 09:57

Recurring SMS harrasment and service suspension despite payment!!!!!!

The debit order for R589 at the end of September did not go through and MTN notified me on the 4 October that my service is suspended and I need to pay R589+R11.40=R600.40 to activate the service. I paid the amount on the very day and my service was subsequently activated once proof of payment was sent to the consultant.

On 20 October I received an SMS stating that my account was going to be debited with R1 189.40 (i.e. R600.40+R589) which I immediately queried with MTN. I was told the issue was going to be investigated and on 30 October my account was debited with R1 189.40. I reversed it and paid the normal R589 for my contract and once again called MTN on 3 November regarding this where I was told I need to pay R600.40 + R11.40 (i.e. R611.40) to bring my account up to date and after the same discussion again I was told the matter was being investigated only for my service to be suspended on 6 November.

When I queried this on 6 November I was told I now need to pay R1200 to bring the account up to date. It took more than an hour of trying to explain to the consultant who was very abrupt and rude. Eventually after being told she had spoken to the supervisor I was told to resend the proof of payment for the R600.40 and again my service was activated.

My conclusion is that MTN does not regard any other form of payment one makes other than a debit order and when one calls to have matters resolved they are quick to log and close the call without complete resolution. I have spent countless hours on the phone trying to resolve this and I am completely at my wits end as clearly the MTN call centre consultants are ***********! If tables were turned I wonder if MTN would pay me for the time and cost it has taken to get a resolution to this matter.

...and oh by the way I just got another SMS, from MTN, this morning of 16 November threatening to suspend my service if I do not pay R611.40 (i.e. R600.40+R11.40 interest) !!!!

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Replies (3)
LM
Louisa M's update04 Dec 2017, 10:28
Reviewer Update
Following your response and apology, please note that once again I have received another sms this morning stating that my account was in arrears on the amount that was already paid on 4 October 2017 and I am sure, as has been the pattern for the past 3 months, that my service will be cut off and I will, once again, have to spend time and money calling MTN and writing e-mails to have the same issue to be resolved! I am frustrated and at my wits end as someone at MTN is not doing their jobs properly! It is appalling and so ironic that you call yourselves the Bozza network, yet a simple issue like this has taken more than 3 months to resolve! The only thing that you seem to manage do properly is issuing out a new reference number for the same query!!!!!!
LM
Louisa M's update18 Dec 2017, 14:59
Reviewer Update
Please refer to the reference numbers below for the deactivation and reactivation of my line for payment due 30 September 2017 but was paid on 4 October 2017. Reference # ********** 85 (18 December 2017) Reference #1- ********** 2584 (29 November 2017) Reference# 1- ********** 5114 (09 November 2017) Reference# 1- ********** 0791 (4 October 2017) Ever since 4 October I have been forwarding this proof of payment for my line to be reactivated and then 2 weeks later deactivated. I'm hoping somebody will do their jobs for a change because it is costing me time and money to have to sit on the phone for over 40 minutes every two weeks and then send the same proof of payment to resolve this matter!
LM
Louisa M's update18 Dec 2017, 14:59
Reviewer Update
Please refer to the reference numbers below for the deactivation and reactivation of my line for payment due 30 September 2017 but was paid on 4 October 2017. Reference # ********** 85 (18 December 2017) Reference #1- ********** 2584 (29 November 2017) Reference# 1- ********** 5114 (09 November 2017) Reference# 1- ********** 0791 (4 October 2017) Ever since 4 October I have been forwarding this proof of payment for my line to be reactivated and then 2 weeks later deactivated. I'm hoping somebody will do their jobs for a change because it is costing me time and money to have to sit on the phone for over 40 minutes every two weeks and then send the same proof of payment to resolve this matter!