The curious case of impossible data charges
<p>Over the past couple of months I have received bills for "MTN datalive (PSD)" totalling about R9500 on my two contracts. Here's the problem:</p> <p>1) When I opened the contracts, I explicitly told the sales consultant I want my data limit set to zero. I made it very clear that if my data bundle is depleted, I should not be allowed to use out of bundle data. Apparently this limit was either not set, or it failed to kick in. However...</p> <p>2) Whenever my phone's data bundles run out, I could not use any function or app that needs data. In other words, if the bundle was depleted I could not access the internet, couldn't send a WHattsApp message, or use a game or app that needs data.</p> <p>So where does the data charges come from? It's impossible to have used the data, even if the limits were not set or failed!</p> <p>I sent MTN Customer Care various emails - no response.</p> <p>I've called MTN Costumer Support various times to logd complaint - never got a call back, and when I phoned them to follow up I was told the issue has been resolved and that the charges are correct. Every time I try to explain that it's not possible, or that I need proper feedback and proof, then the query gets "escalated", only for me to again receive no response...</p> <p>Dear MTN, I wanted to settle this directly and in private, but that seems impossible. All I want is to be reimbursed for the full amount of out-of-data charges on both my contracts, since firstly it's your staff that didn't set the limit (or it failed, either way), and despite this secondly I never actually was able to use the apparent data!</p> <p>I'm not even going to get into the additional costs I incurred after my other debit orders bounced because you billed me for four times my contract amount due to the "data".</p>
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We do not pick up on the account that the usage limit has been loaded from the upgrade date by the stores. The usage limit has only been loaded on the 11-6-2016. This account has been on the open package until the usage limit has been set up. As per our online discussion we have offered the 50% credit from March 2016- 5-2016 to May 2016 for the data charges due to the usage limit not set up, the credit will reflect in 3 working days.
As per the system we do pick up all the data loading as per dates provided. The system reflect that the data has been used. We will send to you the URL report (Internet usage + itemized billing for the last 3 months.
Kind Regards,
Alice van der Merwe
REQ: **********
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
We do not pick up on the account that the usage limit has been loaded from the upgrade date by the stores. The usage limit has only been loaded on the 11-6-2016. This account has been on the open package until the usage limit has been set up. As per our online discussion we have offered the 50% credit from March 2016- 5-2016 to May 2016 for the data charges due to the usage limit not set up, the credit will reflect in 3 working days.
As per the system we do pick up all the data loading as per dates provided. The system reflect that the data has been used. We will send to you the URL report (Internet usage + itemized billing for the last 3 months.
Kind Regards,
Alice van der Merwe
REQ: **********
Thanks MTN... for almost nothing!
While I have to admit that the call I finally received from MTN regarding this complaint (on HelloPeter) was conducted incredibly efficient and professional, the lack of follow-up service and the resolution is again abysmal.
Firtly, what is the use of a 50% credit for "March 2016-5-2016 to May 2016", since I have been paying thousands of rands since October 2015. At the very least I was expecting this 50% credit to stretch over the entire time I've had my contracts.
Secondly, I have still not received the "itemized billing"... even though it has been promised to me four times.
I don't want credit on my account, I want my money back! The data usage on my statements for "Datalive (SPD)" state 0MB each month, and I still want to see proof of this data that I apparently used, since as I explained I have not been able to browse out of bundle, EVER!
Thanks MTN... for almost nothing!
While I have to admit that the call I finally received from MTN regarding this complaint (on HelloPeter) was conducted incredibly efficient and professional, the lack of follow-up service and the resolution is again abysmal.
Firtly, what is the use of a 50% credit for "March 2016-5-2016 to May 2016", since I have been paying thousands of rands since October 2015. At the very least I was expecting this 50% credit to stretch over the entire time I've had my contracts.
Secondly, I have still not received the "itemized billing"... even though it has been promised to me four times.
I don't want credit on my account, I want my money back! The data usage on my statements for "Datalive (SPD)" state 0MB each month, and I still want to see proof of this data that I apparently used, since as I explained I have not been able to browse out of bundle, EVER!