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1 reviews | Active since May 2016

13 May 2016, 08:52

Shocking service for an incorrect bill

<p>I have never dealt with MTN before and my first experience with them has been a bad one. On 27 March I took out a contract for a Sh@relink Y858 with 5 GB monthly data. The monthly premium advertised was R289.00 per month including VAT. My first ever bill arrived and I am being billed R271.05 plus VAT which amounts to R309.00 per month. I called their Customer Care on 083 -1-808 on 4 May and was told that this would be sorted out within 5 working days. I have heard nothing and so I called Customer Care again today. Nothing whatsoever has happened and I am now told to go back to the MTN store in Fourways Mall as they need to sort this out. This is not a complicated query. It is a brand new contract. Why oh why did I ever get involved with MTN?</p>

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Replies (5)
MTN South Africa
MTN South Africa's reply20 May 2016, 09:04
Official

Thank you for your post.

We sincerely apologize for any inconvenience you may have experienced with our service.

On invoice date 2016-04-13 you had pro-rata charges which means that you were first charged subscriptions fees for the days you were activated which is 2016-03-27 until the close of that invoice date 14-4-2016 you were then charged a month in advanced for the billing period.

Pro rata a billing is typical for your first month on contract and your bailing will resume to normal thereafter.Note that all subscriptions fees are charged in advanced and usage is billed in arrears.

The invoice for May month is R309.00 there is a difference of R20.00

Kindly provide us with the signed subscriber agreement so we can assist with correcting the package . The fax number ***.

Kind Regards,

Alice van der Merwe

REQ:***

Best regards,

's update20 May 2016, 14:02
Reviewer Update
Hi Alice Thanks for getting back to me. I fully understand your invoice dated 13/04/2016 but let me clarify why it is incorrect. Per my contract the monthly premium should be R289.00 including VAT ( or R253.51 without VAT). The invoice should read as follows: 27/03/2016 MTNCHOICE 5GBSUBS FEE R 139.02 (pro-rata for 17 days) 13/04/2016 MTNCHOICE 5GBSUBS FEE R 253.51 27/03/2016 CONNECTION CHARGE R 86.84 TOTAL EXCLUDING VAT R 479.37 VAT AT 14.00% R 67.11 TOTAL R 546.48 The total amount on the April invoice is R577.45. Thus I have been overcharged by R30.97 on the April Invoice. I will send the following to fax number *** : 1. The invoice dated 13/04/2016 with my corrections. 2. The signed subscriber agreement. Kind regards Valerie Levitte
's update23 May 2016, 10:12
Reviewer Update
Hi Alice, I have faxed you the required information. (23 May , time 11:50 am. Regards, Valerie Levitte.
's update25 May 2016, 11:33
Reviewer Update
So I have just received my latest bill. Still being overcharged!!! I have called customer services numerous times, faxed the information requested by Alice van der Merwe (see above), been to MTN Fourways Mall (where I took up the contract), been to "flagship" store in Summit Road, Morningside where a kind lady called Tumi Seripe logged a call for me on the MTN Service Desk. The only problem is that customer services would not help me, Bafana at Fourways Mall said he'd get back to me and did not, Tumi Seripe at Morningside ignores my emails. This is just unbelievable. I need to speak to someone who can do something about this instead of making empty promises. MTN, you should hang your head in shame. I am extremely disgusted, not to mention exasperated. Can someone, anyone with just an ounce of integrity please contact me and fix this.
's update28 Jul 2016, 12:13
Reviewer Update

Thank you, Alice van der Merwe for sorting this out. Your assistance has been greatly appreciated.