1 reviews | Active since Mar 2013
Unauthorised Billing
Phone no. *** MTN Reference number *** I.D. number ***
I had a 50GB/month contract, taken out at MTN K90 Centre (Boksburg, Gauteng) in November 2022 (Black Friday Special). It was a month-to-month contract at R226/month. It is a sim only deal with no device (data only). On the MTN website I saw an offer for 200GB/month for R439 (sim only deal, no device) and decided to upgrade. On 21 March 2024 I went to the same store to upgrade my 50GB contract to the 200GB offer. I asked for Morne, the same person who had signed me up previously. I was told he was at a different MTN store. I was assisted by Ammarah at MTN K90 Centre. She told me that the 200GB offer was not available in-store and that it was only available online. She explained to me that only the 70GB month-to-month contract for R329/month was available in-store and that it wouldn’t be worth my while to upgrade my existing 50GB contract to the 70GB as the 50GB is a Black Friday Special and the rate is therefore better. She advised me to sign up for the 70GB month-to-month contract separately (keeping my existing 50GB contract going). I then signed up for the additional 70GB contract (sim only deal, no device) on a month-to-month contract for R329/month as per her recommendation. I paid an additional R150 for the separate sim card which I wouldn’t have had to pay for if it was an upgrade. While in the store, I inserted the new sim card in my phone to test that it worked and then removed it. That evening when I went home, I looked at the 200GB offer on the MTN website again, and although it didn’t specify whether it was an online only deal or not, I was quite sure it was available in-store. The next morning (22 March 2024), I phoned Morne and asked him about the 200GB offer and he confirmed that it was available in-store. By this point I had still not used the new sim card. Later that day I phoned Ammarah at MTN K90, informing her that I had spoken to Morne and explained to her that she had given me the wrong information and that the 200GB offer was valid in store. She checked on her system and confirmed that indeed it was. I asked her to cancel my new 70GB contract and informed her that I would come in to upgrade my existing 50GB contract to the 200GB (bear in mind that this was approx. 24 hours after signing the contract and that the sim card had still not been used). She told me that she would initiate the cancellation shortly and would call me back to provide feedback. I did not hear from her so I called back later that afternoon and she explained that she would revert with feedback, but still she did not. The next morning (23 March 2024) I drove to the MTN K90 store to find out what was happening regarding my cancellation. While waiting in the store with Ammarah trying to assist, over half an hour went by with Ammarah trying something on her system (I have no idea what she was trying to do). I asked to speak to the Branch Manager And was told he wasn’t in. A lady named Nikita (who up to that point had just been sitting there trying to look inconspicuous) informed me that she was the assistant Branch Manager. She had absolutely no idea of what had to be done regarding the cancellation. She walked over to her computer and was doing something (again, no idea what she was trying) then walked back to Ammarah and showed her something on her phone, then went back to her computer. It was clear both ladies had no idea what they were doing. At long last, Ammarah stopped working on her computer and informed me that she was unable to cancel my contract as the cancellations department did not work on Saturdays. Had Ammarah done it the day I called her (Friday, 22 March, it might have gone through). I asked to speak to the store owner but was told that “that’s not possible”. (as a note, other MTN stores have the franchise owner’s number on display). Both ladies promised to follow up on Monday and revert back to me. I left the store frustrated with no resolution to the problem they had created. Monday there was no word from the K90 store. On Tuesday morning (26 March 2024) I phoned for feedback but was told no progress had been made. On 27 March 2024 Ammarah sent me a WhatsApp message informing me that she was unable to cancel my contract and that I would have to call their cancellations department myself. This I did later that day. I inserted the new sim card into my phone to call customer care. It took 3 attempts of 5-minute voice prompts before someone came on the line. I spoke to Abigail. The MTN reference for this call is *** I explained the situation to her and informed her that I wanted to cancel my new 70GB contract. Instead of assisting, she tried to offer me an alternate package. After arguing with her, she finally agreed to assist with my cancellation. She finally did cancel the new contract. I asked her about the debit order, and she assured me that no debit order for the new contract (70GB @ R329) would go off on my account. When I pushed her to confirm she explained that the new number was already on prepaid and therefore no debit order could go through. I asked her to send me an email to that effect and she said that her company policy does not allow for emails, but that the call is recorded if there is any problem. Using the reference number the conversation can be called up. I thanked her and we ended the call. On 31 March 2024 I received a bill from MTN for exactly what they said they wouldn’t charge for, plus an extra pro-rata charge.
Your assistance in this regard will be highly appreciated.
If MTN is found to be in error, I request the following outcome: - The invoice amount be s****ped (R392.68) - The cost for the unnecessary new sim card be reimbursed (R150). - In-store cancellations be an option. MTN unjustly uses the call centre cancellation method to try and upgrade the customer. - For non-device contracts there should be a 7-day cooling off period.
MTN Call Centre Reference number ***
I.D. number ***
NOTE: I have two cases open, running concurrently. They are related but they are not the same case. They can be viewed together or separately, just as MTN wishes, to ensure both matters are suitably resolved.
I was a very happy MTN customer from December 2022 up until recently.
In December 2022 I signed up for a data contract with MTN for the first time and was impressed at the ease and service in being connected to the MTN network.
The contract I had signed up for was the Black Friday special, 50GB/month contract, taken out at MTN K90 Centre (Boksburg, Gauteng). It was a month-to-month contract and at R199/month at the beginning. It was a sim only deal with no device (data only). By the end of the contract my monthly bill had escalated to R226/month, which I had no problem with as for me it was value for money.
In March 2024 I saw an offer for 200GB/month for R439 (sim only deal, no device) on the MTN website and decided to upgrade.
This upgrade was attempted at the same store (K90 Centre) on 21 March 2024 with a disastrous result due to the incompetency of the staff - both the agent who helped me (Ammarah), and the know-nothing, completely-useless Assistant Manager (Nikita). This has already been lodged as a complaint and is not the matter at hand in this complaint.
Note that the upgrade was not conducted successfully at K90 Centre and I then went to the MTN Elridge store (Boksburg, Gauteng) on 23 March 2024 to complete the upgrade.
This is where this complaint starts.
At the Elridge store I was assisted by the Branch Manager, Darren Govender.
I explained to him that I wanted to upgrade my 50GB contract to the 200GB offer.
After running through my profile and inputting the necessary info, he explained to me that the upfront charge for the upgrade would be R556.45. This, as he explained to me, was one month upfront payment for data at R439, plus the pro-rata for the remainder of the month of March.
I asked him if that meant that I was paying for the month of April and he informed me that that was indeed so. I spoke to the store owner, Lisa and she confirmed this. I asked for this in writing as an email which was promised to be sent to me but never was.
I paid the upfront charge of R556.45 via credit card at the store.
On 25 March the debit order of R226.00 goes off on my account, which was for the old contract that was no longer valid.
On 27 March 2024 I received an invoice for R392.68 due on 25 April 2024. This was for the first complaint lodged against K90 Centre, ref no. 7ee0c432-cb31-4e56-aef1-fcf4fb00ff25.
On 01 April 2024 I received an invoice for R1155.46 due 04 April 2024 (almost immediately). There are four line items on this invoice which I have no idea what they are for, but which seems to contain an additional upgrade fee. When I called customer care to query this I was told R556.45 had already been paid at the store (I wonder if MTN would have told me this had I not queried it, or would they have just debited the full amount) and that the outstanding balance was R600.51 payable immediately.
On 04 April 2024 I received an sms stating that the debit order was not successful. I was subsequently cut off from the network. I think my bank declined these debit orders as there were too many requests from MTN which my bank would have deemed as unauthorised.
So, in short I have been billed almost R1800 for a R439 contract!
MTN, This is Simply Thievery!
This, after being a hassle-free contract customer for 15 months.
And all this because MTN staff are hopelessly ill-equipped to inform customers as to exactly what a contract entails.
Neither Darren nor the store owner, Lisa, could tell me what the upfront payment of R556.45 was for. Had they informed me that it was an upgrade cost and would not be applicable in the case of a new contract, I would have signed up for a new contract instead and cancelled the old contract.
A change of phone number would have mattered absolutely nothing as I do not use that number at all and would have happily taken out a different contract had I been explained the charges properly.
I only use the sim card for data and the number is of no use to me whatsoever. MTN can check my call record to verify this and will see that I do not make or receive ANY calls to/from that number.
Resolution Required:
Only bill me for the charges that are applicable for a new contract, not the upgrade fees, as follows:
- Charge me for the month of April at R439 and the pro-rata which I have already paid in store, the amount of R556.45. - Charge me a fair and appropriate contract initiation fee. - Credit me the R226.00 (debited from my account on 25 March 2024) for a contract that had been cancelled. - Cancel the debit order of R392.68 (due on 25 April 2024), the complaint against K90 Centre, ref. no. 7ee0c432-cb31-4e56-aef1-fcf4fb00ff25 - Cancel invoice number I*** for the amount of R1155.46 as this is an upgrade fee which would not have been levied had I cancelled my existing 50GB contract and taken out a new contract for 200GB (which I would have done had the store explained properly what the charges were for - either the Branch manager, Darren, or the store owner, Lisa). MTN is welcome to change the phone number if they feel its necessary.
Please note that MTN can deal with both cases simultaneously or separately, just as MTN wishes, to ensure both matters are suitably resolved.
Please be informed that should MTN not be able to reach a fair resolution to both complaints, these matters will be referred to Icasa.
MTN Call Centre Reference number ***
I.D. number ***
NOTE: I have two cases open, running concurrently. They are related but they are not the same case. They can be viewed together or separately, just as MTN wishes, to ensure both matters are suitably resolved.
I was a very happy MTN customer from December 2022 up until recently.
In December 2022 I signed up for a data contract with MTN for the first time and was impressed at the ease and service in being connected to the MTN network.
The contract I had signed up for was the Black Friday special, 50GB/month contract, taken out at MTN K90 Centre (Boksburg, Gauteng). It was a month-to-month contract and at R199/month at the beginning. It was a sim only deal with no device (data only). By the end of the contract my monthly bill had escalated to R226/month, which I had no problem with as for me it was value for money.
In March 2024 I saw an offer for 200GB/month for R439 (sim only deal, no device) on the MTN website and decided to upgrade.
This upgrade was attempted at the same store (K90 Centre) on 21 March 2024 with a disastrous result due to the incompetency of the staff - both the agent who helped me (Ammarah), and the know-nothing, completely-useless Assistant Manager (Nikita). This has already been lodged as a complaint and is not the matter at hand in this complaint.
Note that the upgrade was not conducted successfully at K90 Centre and I then went to the MTN Elridge store (Boksburg, Gauteng) on 23 March 2024 to complete the upgrade.
This is where this complaint starts.
At the Elridge store I was assisted by the Branch Manager, Darren Govender.
I explained to him that I wanted to upgrade my 50GB contract to the 200GB offer.
After running through my profile and inputting the necessary info, he explained to me that the upfront charge for the upgrade would be R556.45. This, as he explained to me, was one month upfront payment for data at R439, plus the pro-rata for the remainder of the month of March.
I asked him if that meant that I was paying for the month of April and he informed me that that was indeed so. I spoke to the store owner, Lisa and she confirmed this. I asked for this in writing as an email which was promised to be sent to me but never was.
I paid the upfront charge of R556.45 via credit card at the store.
On 25 March the debit order of R226.00 goes off on my account, which was for the old contract that was no longer valid.
On 27 March 2024 I received an invoice for R392.68 due on 25 April 2024. This was for the first complaint lodged against K90 Centre, ref no. 7ee0c432-cb31-4e56-aef1-fcf4fb00ff25.
On 01 April 2024 I received an invoice for R1155.46 due 04 April 2024 (almost immediately). There are four line items on this invoice which I have no idea what they are for, but which seems to contain an additional upgrade fee. When I called customer care to query this I was told R556.45 had already been paid at the store (I wonder if MTN would have told me this had I not queried it, or would they have just debited the full amount) and that the outstanding balance was R600.51 payable immediately.
On 04 April 2024 I received an sms stating that the debit order was not successful. I was subsequently cut off from the network. I think my bank declined these debit orders as there were too many requests from MTN which my bank would have deemed as unauthorised.
So, in short I have been billed almost R1800 for a R439 contract!
MTN, This is Simply Thievery!
This, after being a hassle-free contract customer for 15 months.
And all this because MTN staff are hopelessly ill-equipped to inform customers as to exactly what a contract entails.
Neither Darren nor the store owner, Lisa, could tell me what the upfront payment of R556.45 was for. Had they informed me that it was an upgrade cost and would not be applicable in the case of a new contract, I would have signed up for a new contract instead and cancelled the old contract.
A change of phone number would have mattered absolutely nothing as I do not use that number at all and would have happily taken out a different contract had I been explained the charges properly.
I only use the sim card for data and the number is of no use to me whatsoever. MTN can check my call record to verify this and will see that I do not make or receive ANY calls to/from that number.
Resolution Required:
Only bill me for the charges that are applicable for a new contract, not the upgrade fees, as follows:
- Charge me for the month of April at R439 and the pro-rata which I have already paid in store, the amount of R556.45. - Charge me a fair and appropriate contract initiation fee. - Credit me the R226.00 (debited from my account on 25 March 2024) for a contract that had been cancelled. - Cancel the debit order of R392.68 (due on 25 April 2024), the complaint against K90 Centre, ref. no. 7ee0c432-cb31-4e56-aef1-fcf4fb00ff25 - Cancel invoice number I*** for the amount of R1155.46 as this is an upgrade fee which would not have been levied had I cancelled my existing 50GB contract and taken out a new contract for 200GB (which I would have done had the store explained properly what the charges were for - either the Branch manager, Darren, or the store owner, Lisa). MTN is welcome to change the phone number if they feel its necessary.
Please note that MTN can deal with both cases simultaneously or separately, just as MTN wishes, to ensure both matters are suitably resolved.
Please be informed that should MTN not be able to reach a fair resolution to both complaints, these matters will be referred to Icasa.