ML
Monica L

1 reviews | Active since Jun 2015

17 Nov 2016, 08:45

*********** CONSUMERS

<p>I have been a MTN client for many years now. I have a contract with MTN and I am not happy with their service. I only get 300MB of data for month. MTN has the option that you can buy additional data bundles. So every month I buy an additional data bundle. Some months I get additionally billed on my contract invoice for "Wholesale Data Bundle Charges". This is apparently an admin fee to purchase the additional data bundle. It is worthy to note that since I started my contract I have always bought additional data but never got charged for admin costs. This is a new thing and only gets charged every so often, because after I lodge a complaint the next month when I load the data bundle I will not be charged for their admin fee. I do not understand how you can load additional airtime on your phone and do not have to pay an admin fee but for buying data (which is already so expensive) you have to pay an admin fee. A contract's terms and conditional cannot be amended during the contract period unless with the consent of the consumer. I have never consented to any additional billing. However, MTN always changes the terms and conditions of contracts and just disregards the fact that contracts cannot be amended during the contract period. I am a very unhappy customer and I am going to port my contract to another cell phone provider because I have had enough of MTN's nonsense. They are just *********** their customers. Why offer a service if you do not explain all the terms of the service and if additional charges are applicable. You are chasing away our loyal customers. </p>

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Replies (1)
MTN South Africa
MTN South Africa's reply23 Nov 2016, 12:13
Official

Good day Monica,

Thank you for your post on Hello Peter. Please accept our apology for the inconvenience caused.

Kindly note that the Wholesale Data Bundle Charges are the charges for your actual data purchases. There is no admin fee charged for your data purchases.

We have asked our Data Portfolio Managers to confirm the purchases on their side and we will send you feedback as soon as they respond.

We trust that you find the above in order.

Please do not hesitate to contact us for further assistance.

Caylin Julius

MTN Complaints Management Team

REQ:***

Best regards,