Unable to unsubscribe for services I never signed up for

Item: MTN South Africa
Rating: 1

After about two years of being on an MTN contract and never manageging to sign up for additional serveces I was being charged for extra services (Recurring Internet 2 GB). I am pretty saure the free 2GB internet that I should recieve mothly on my contract started to be charged as a seperate item, but they said that I signed up for this service and said that I had to provide proof that I did in fact not. Which is obviously impossible. Then I just requested that they remove this service. On my next invoice that service was removed, but replaced with two other fees. That are even mnore expensive. When I brought this to their attention, they claim that they cannot refund me as I subscribed for these. Which I definitely did not. I was particularly carefull after they claimed that I signed up for these services the first time around, not to somehow accidentally sign up for anything. I signed up for the chepaest contract that I could get, to save money and now I am being charged almost threee times the amount without know what it is for and definitely not signing up for anything. See Emails: First Complaint 25 July and conversation that followed.: --Original Message-- From: ********** /> Date: 7/25/2016 8:53:06 AM To: ********** /> Subject: ***** COMPLAINT!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!! Hi I was on a R99/month contract, which expired in April or May. As far as I was made to understand, I would continue with this contract and rate unless I terminate my contract or upgrade to another type of contract. For some reason I am being billed ~R250 / month now. And I was out of the country for two months, not using my sim, so I can't be out of bundle billing. Can you please send me a break down of what I am being billed for? Please contact me via email since I want a paper trail. Don't try to call me. Regards Ian On Mon, Jul 25, 2016 at 2:40 PM, Customer Care ********** wrote: Good day Ian, Thank you for emailing Customer Care. We apologize for the delayed response. Kindly be advised to provide ]us with your MTN account and cellphone number for us to be able to assist you further. We look forward to being of service to you. Kind Regards, Elizabeth Lei Customer Services MTN SA You can now text your query to us! Simply SMS 44303 Reference Number: ********** 1 --Original Message-- From: ********** /> Date: 7/25/2016 4:33:48 PM To: ********** /> Subject: Re: ***** COMPLAINT!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!! [# ********** 1] Hi Thank you for responding. ACCOUNT NO.: A ********** NO.: ********** 015 I am currently out of the country, so please keep correspondence via e-mail. Regards Ian On Tue, Jul 26, 2016 at 9:18 AM, Customer Care ********** wrote: Good day Ian, Thank you for emailing Customer Care. We apologize for the delayed response. Kindly be advised that you have content charge and wholesale data bundles, please find the attached details of the subscriptions. Wholesale Data bundle We've now perused your account and see that you've purchased additional once off data bundles. These purchases are then added to your account and debited at the end of the month with your subscription. Content charges Kindly be advised that we never subscribe you to anything you have to dial *141*5# to unsubscribe we are not liable for the charges that happens regarding the content service. Kindly be advise we will need a proof that we subscribed you and we can be liable for refunding you. Content Charge is a commercial SMS by a company with the intention of selling you a product or service. Once you subscribe or reply to any of these you get charged for the information you receive from them. Reference Number: ********** 30 Please do not hesitate to contact us should you require further assistance Kind Regards, Elizabeth Lei Customer Services MTN SA You can now text your query to us! Simply SMS 44303 Reference Number: ********** 1 On Tue, Jul 26, 2016 at 9:23 AM, Ian Burger ********** wrote: I never subscribed to any additional bundles. As it is I have about 10GB of data accumulated, so why would I sign up for additional bundles? And what kind of bundle am I signed up for that costs more than my actual contract. My contract is a R99/month one and now I am being charged ~R250 / month. How would I be able to proof that I did not sign up for that? Why is the onus on me to prove that? Can you please unsubscribe me immediately and assist me in determining when i was signed up for this additional bundle and from your side prove that I did it if that is the case. On Fri, Aug 5, 2016 at 10:04 AM, Customer Care ********** wrote: Good day Ian, Thank you for emailing Customer Care. We apologize for the delayed response. Kindly be advised that you are subscribed to AirG please note that you can email them on ********** them to be able to unsubscribe you, please note that you can also dial *141*5# and follow the prompts. Reference Number: ********** 81 Please do not hesitate to contact us should you require further assistance. Kind Regards, Elizabeth Lei Customer Services MTN SA You can now text your query to us! Simply SMS 44303 Reference Number: ********** 1 --Original Message-- From: ********** /> Date: 8/5/2016 10:14:00 AM To: ********** /> Subject: Re: ***** COMPLAINT!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!! [# ********** 1] Hi I am still awaiting feedback. Regards Ian Hi Can you please send me proof of my signing up for AirG, because I never intended to do so? Can you also, please unsubscribe me. Second Complaint: Mon, Sep 19, 2016 at 8:10 AM Hi Why am I still being charged for all this ****. I explicitly requested that all additional serves be terminated and to only keep my monthly contracted items. CAN YOU PLEASE SEE TO IT THAT I GET REFUNDED FOR THE LAST MONTHS **** I'VE BEEN CHARGED FOR THAT I ASKED YOU TO REMOVE FROM MY ACCOUNT AND THAT IT IS INDEED REMOVED FROM MY ACCOUNT. THIS IS ABSOLUTELY UNACCEPTABLE. Mon, Sep 19, 2016 at 1:16 PM Good day Ian, Thank you for emailing Customer Care. We apologize for the delayed response. Kindly be advised that you are advised to email AirG at ********** further assistance. Content Charge is a commercial SMS by a company with the intention of selling you a product or service. Once you subscribe or reply to any of these you get charged for the information you receive from them. Kindly be advised that we never subscribe you to anything you have to dial *141*5# to unsubscribe we are not liable for the charges that happens regarding the content service. Please do not hesitate to contact us should you require further assistance Kind Regards, Elizabeth Lei Customer Services MTN SA You can now text your query to us! Simply SMS 44303 Reference Number: ********** 1 Mon, Sep 19, 2016 at 7:02 PM Hi Ian Burger, Thank you for bringing this to our attention. We already canceled the subscription under the mobile number and please be informed that we do not process refund but rest assured there will be no future charges. Cheers, Raven Q airG Customer Support Share Your World! airG FAQs - http://support.airg.com/ ref:_00D80Zk7H._500C012Qa6P: ref Mon, Sep 19, 2016 at 7:55 PM MTN Suggested I take this up with you, so please advise who I should contact regarding the refund. Mon, Sep 19, 2016 at 8:54 PM Hi Ian Burger, We are unable to provide you with a refund. Someone would have used your phone to sign up for the service. The person would have to agree to the terms and conditions beforehand Tue, Sep 20, 2016 at 6:27 AM Firstly can you please unsubscribe me from all services over and above my contract which is R129 (or R139) per month. Secondly, I requested to be unsubscribed and was assured that this was done, but then received a Invoice for an even higher amount, so instead of removing the extra serves more were added. Recurring internet fee for R105 was removed and replaced with 2GB Service fee and a Promo Service fee. Please explain to me how this happens and why this is my problem. I've been on an MTN contract for over two year and never managed to accidentally sign up for extra services. Now after according to you signing up for same extra service, try my very best to cancel it over a month ago, you are try to tell me that I then went ahead and signed up for yet another more expensive service. This is *******. If you, whoever you are cannot refund me and unsubscribe me, please refer me to someone who can because really getting tired of you attitude. I am a customer and you could not be bothered to assist me.

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