shocking service and follow thru

<p>Today at 7.04 am (thank you on a sunday morning) I was billed for 2nd time for R6217.62</p> <p>Rewind early 2016 and myself and 2 sons setabout upgrading our contracts with new phones.</p> <p>I purchased two identical contracts for R199..00 for both boys to include data/sms and set airtime for LG G4 phone.</p> <p>Clear instruction to have no opportunity to incurr addtional costs and be firmly ring fenced. Any extras would be for their own accounts - simple. Clearly no - son no 1 all was set up correctly. Son no 2 few days later collected his phone and no data was loaded and safety funtionality on the contract not loaded.</p> <p>Evidentely according to Craig Hendriks only 1 in 10 people have data correctly loaded - something MTN are clearly very proud of. It is also the customers responsability to inform MTN of this wrongdoing . Son no 2 in Grahamstown getting frustrated that no data on his phone and in the mix clearly confuses the regular ambush marketing for data use , as a means to access his data (remember this was not supposed to be possible) as set contract. Using his phone as a hotspot to study for exam he quickly uses R6000 of data!! First we know is that phones are all cut off. Steenberg recommends call the call centre and log a complaint and case no.</p> <p>Eventually after 2 days get thru and go thru to supervisor Horatio Cupido who assures me he will come back to me and email me the outcome on my query. 3 emails from myself, later querying my account - (this occurred in beginning of May so was most concerned about resolving before the billing would come thru as could ill afford this bill) I still heard nothing. Eventually speak to operator Devesh is helpful and gets hold of Horatio who apologies for poor service (3weeks) and get redirected back to Steenberg. In the meantime needless to say I am billed for full amount putting me under severe finacial strain. Craig recommends I have this amount reversed by my bank which I duly do. Still no answer on my account query...</p> <p>In the meantime my sons account is supposedly ring fenced and contract is now enforced.</p> <p>Eventually I am informed that nothing I can do as have screen shot of my son accessing the data link.....</p> <p>I am credited the 4 months of data on the account.</p> <p>Nobody is interested in my situation and now I must set up payment request.</p> <p>Again thru the call centre - who promise to mail me and confirm terms. Offer 3 - I am requesting minimum of 6 in the light of the mess up of the contract .</p> <p>Once again despite promises of attending to my query and coming back to me - nothing?? While I am actively trying to pusue the issue and resolve</p> <p>2 phones cut off again......</p> <p> </p> <p>Back to Steenberg - Pay R1000 and repeatedly insist that the query on the payment period is pleased logged again and resolved. I am informed that I must come in monthly and pay off the amount . I am assured again Craig will deal with payment terms request. This is in July and have met all my obligations in terms of payments etc.. TODAY I am billed the full amount again. I am speechless at the incredible lack of accountabilty and follow up with your clients. I have done everything possible to try and resolve this matter yet MTN has treated me with utter lack interest and follow thru.</p> <p>I strongly feel that this entire amount would never have been incurred if the contract would have been set up correctly in the first place with care and dedication to excellence.</p> <p>I am more tham appalled at your shocking service from service centre to local branch. It is no good talking the talk and not delivering on any level.</p> <p>I do hope this matter will be reviewed and some serious action will be taken as this is totally unacceptable.</p> <p> </p> <p>You leave me no choice but to certainly change my service provider as soon as possible.</p> <p> </p> <p>Maybe this will solicit some response but will not hold my breath.</p>