LH
Leonie H
1 reviews | Active since Nov 2015
30 Nov 2015, 13:06
Topup Contract expired took my airtime paid for
Mtn top up contract ended. I had 1500 airtime on phone. When I didn't renew contract they took my airtime. In contract they say you lose airtime when you cancel before contract ends nothing about if contract expires. I paid for airtime. They took it now I had to replace airtime. Feel ****** because I'm paying twice. Asked call centre, could not explain said someone will phone me back. No respond so far. Got another bill to pay again.
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MTN South Africa's replyOfficial
01 Dec 2015, 10:48Hello LeonieHolloway,
We are truly sorry for the inconvenience caused and for the breakdown in service experienced.
Kindly note when the contract was migrated over to prepaid the contract was essentially cancelled with all services linked to the contract becoming null & void. Please see clauses 8 & 9 from the terms & conditions of doing a prepaid migration:
8. I must use all my Rand-value of airtime, inclusive minutes, sms's and data bundles that have accrued to my Contract as well as all purchased and subscription bundles or products, including those purchased with MTN Loyalty points, on my Contract package before I migrate to MTN Pay as You Go as I accept that I will not be able to carry them over from Contract to Prepaid and that I will lose everything that I have not used upon migration. I accept that MTN SP will not have to compensate me in any way for what I did not use before migrating.
9. If I am registered on MTN141 Loyalty programme I will not lose any Loyalty points during migration process, however any MTN products, services or bundles purchased using MTN Loyalty points shall be lost as per the MTN Loyalty Terms and Conditions.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the inconvenience caused and for the breakdown in service experienced.
Kindly note when the contract was migrated over to prepaid the contract was essentially cancelled with all services linked to the contract becoming null & void. Please see clauses 8 & 9 from the terms & conditions of doing a prepaid migration:
8. I must use all my Rand-value of airtime, inclusive minutes, sms's and data bundles that have accrued to my Contract as well as all purchased and subscription bundles or products, including those purchased with MTN Loyalty points, on my Contract package before I migrate to MTN Pay as You Go as I accept that I will not be able to carry them over from Contract to Prepaid and that I will lose everything that I have not used upon migration. I accept that MTN SP will not have to compensate me in any way for what I did not use before migrating.
9. If I am registered on MTN141 Loyalty programme I will not lose any Loyalty points during migration process, however any MTN products, services or bundles purchased using MTN Loyalty points shall be lost as per the MTN Loyalty Terms and Conditions.
Regards
Tim
MTN Complaints Management Team: REQ:***
MTN South Africa's reply01 Dec 2015, 10:48
Official
Hello LeonieHolloway,
We are truly sorry for the inconvenience caused and for the breakdown in service experienced.
Kindly note when the contract was migrated over to prepaid the contract was essentially cancelled with all services linked to the contract becoming null & void. Please see clauses 8 & 9 from the terms & conditions of doing a prepaid migration:
8. I must use all my Rand-value of airtime, inclusive minutes, sms's and data bundles that have accrued to my Contract as well as all purchased and subscription bundles or products, including those purchased with MTN Loyalty points, on my Contract package before I migrate to MTN Pay as You Go as I accept that I will not be able to carry them over from Contract to Prepaid and that I will lose everything that I have not used upon migration. I accept that MTN SP will not have to compensate me in any way for what I did not use before migrating.
9. If I am registered on MTN141 Loyalty programme I will not lose any Loyalty points during migration process, however any MTN products, services or bundles purchased using MTN Loyalty points shall be lost as per the MTN Loyalty Terms and Conditions.
Regards
Tim
MTN Complaints Management Team: REQ:***
We are truly sorry for the inconvenience caused and for the breakdown in service experienced.
Kindly note when the contract was migrated over to prepaid the contract was essentially cancelled with all services linked to the contract becoming null & void. Please see clauses 8 & 9 from the terms & conditions of doing a prepaid migration:
8. I must use all my Rand-value of airtime, inclusive minutes, sms's and data bundles that have accrued to my Contract as well as all purchased and subscription bundles or products, including those purchased with MTN Loyalty points, on my Contract package before I migrate to MTN Pay as You Go as I accept that I will not be able to carry them over from Contract to Prepaid and that I will lose everything that I have not used upon migration. I accept that MTN SP will not have to compensate me in any way for what I did not use before migrating.
9. If I am registered on MTN141 Loyalty programme I will not lose any Loyalty points during migration process, however any MTN products, services or bundles purchased using MTN Loyalty points shall be lost as per the MTN Loyalty Terms and Conditions.
Regards
Tim
MTN Complaints Management Team: REQ:***