TT
Tumelo T
1 reviews | Active since Apr 2014
11 Sept 2015, 10:06
Services suspended without a valid reason
On the 13th of August 2015 i received the monthly billing statement from MTN and it reflected as R0.00. I then logged onto MY MTN Active to verify my Outstanding balance which also reflected the same amount (R0.00). Few days ago i received an sms notification that an amount of R916.98 is overdue on my account and that i should make payments to avoid service suspension, i then sent a mail to MTN Credit Management to advise why i was getting such smses when my account reflects R0.00 balance. Below is the response i got from MTN:<br> <br> Thank you for emailing credit management, Your invoices are due 21 days after invoice date.<br> the invoice for August dated 2015-08-13 R 916.98 was due on the 03 September 2015<br> <br> I rep**** to them with the proof of the billing statement i received from them on the 13th of August but they still went ahead and suspended my services. Maybe the billing statement i received was an error on their end but they should not make it my problem. I need answers from MTN and real quick, they must start by restoring my services!!!!!
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MTN South Africa's replyOfficial
11 Sept 2015, 11:42Hello TumeloTholo,
Thank you for post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
As discussed, your lines have been unbarred and the account put on an exclusion to avoid suspension. Payment for both the August and September invoices to be paid at the end of September.
We sincerely hope that we are able to restore your faith in us.
Kind regards
Farhaana
REQ:***
Thank you for post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
As discussed, your lines have been unbarred and the account put on an exclusion to avoid suspension. Payment for both the August and September invoices to be paid at the end of September.
We sincerely hope that we are able to restore your faith in us.
Kind regards
Farhaana
REQ:***
Best regards,
MTN South Africa's reply11 Sept 2015, 11:42
Official
Hello TumeloTholo,
Thank you for post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
As discussed, your lines have been unbarred and the account put on an exclusion to avoid suspension. Payment for both the August and September invoices to be paid at the end of September.
We sincerely hope that we are able to restore your faith in us.
Kind regards
Farhaana
REQ:***
Thank you for post.
Please accept our apologies for the break down in service at one of our touch points and for any inconvenience caused. We appreciate the time and the effort you took to air your dissatisfaction because it is through such feedback that we can re-evaluate our processes in order to improve on our Service levels.
As discussed, your lines have been unbarred and the account put on an exclusion to avoid suspension. Payment for both the August and September invoices to be paid at the end of September.
We sincerely hope that we are able to restore your faith in us.
Kind regards
Farhaana
REQ:***
Best regards,