1 reviews | Active since Nov 2015
SMS Roaming on Itemised Billing / Airtime
Hi<br> <br> I recently returned from an overseas trip to South Korea with work (~10 Oct - 24 Oct). <br> I enabled SMS roaming on my telephone.<br> Only 1 or 2 International SMS messages were delivered when I tried to send them.<br> I have a cap on my usage each month, so I intentionally loaded R240 airtime onto my phone from ABSA online banking. This did not help and does not show on my Itemised Billing.<br> <br> 1. Why I was only able to send 1 or 2 international SMS messages while I was using SMS roaming?<br> 2. I loaded R150, R30, R60 airtime onto my phone for international messages, but this does not show up in my itemised billing! WHY?<br> 3. What happened to the airtime I loaded?<br> 4. Why can I not see my International SMS messages on my Itemised Billing?<br> <br> I emailed customer service at MTN (***).<br> Your response is: <br> \International Roaming and dialling has been loaded."<br> <br> I did not ask for this"
Thank you for bringing this matter to our attention. Please accept our apologies for any inconvenience caused.
When you are roaming you are using the Foreign Network to connect and not the MTN network. It is possible that there was insufficient coverage in the area you were in.
Airtime loaded does not show on Itemised Billing, only the usage will show. What you will be able to see on your Itemised Billing is the wallet usage is depleting from, whether it's from Minutes, Sms bundle or Data bundle.
Regarding your airtime, please note that we sent an escalation to the relevant department for urgent assistance and investigations.
The reason you do not see the Sms's you sent while you were roaming is because they were not sent through the MTN Network but rather through the foreign Network, the details will not be registered on the MTN network as the transaction never took place on it. Even the billing for the Sms's comes from the Foreign Network, this is why bundles cannot be used while roaming.
Rest assured that it is not our intention to displease you and we look forward to continue improving on our service delivery to you.
Kind Regards
Itumeleng
REQ:***
Thank you for bringing this matter to our attention. Please accept our apologies for any inconvenience caused.
When you are roaming you are using the Foreign Network to connect and not the MTN network. It is possible that there was insufficient coverage in the area you were in.
Airtime loaded does not show on Itemised Billing, only the usage will show. What you will be able to see on your Itemised Billing is the wallet usage is depleting from, whether it's from Minutes, Sms bundle or Data bundle.
Regarding your airtime, please note that we sent an escalation to the relevant department for urgent assistance and investigations.
The reason you do not see the Sms's you sent while you were roaming is because they were not sent through the MTN Network but rather through the foreign Network, the details will not be registered on the MTN network as the transaction never took place on it. Even the billing for the Sms's comes from the Foreign Network, this is why bundles cannot be used while roaming.
Rest assured that it is not our intention to displease you and we look forward to continue improving on our service delivery to you.
Kind Regards
Itumeleng
REQ:***