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1 reviews | Active since Aug 2016

16 Aug 2016, 12:56

Unauthorised usage and out of bundel charge

<p>MTN took over our contract from Altech Autopage recently. In the process they assigned some "usage limit" which allowed the account to go over the bundle which we signed up for. This was not possible at Altech.</p> <p> </p> <p>I have been trying to resolve this with MTN for weeks now with several formal enquiries logged. Over the weeks I have been asked to send "proof of contract" and had to answer their "security verification questions" many times.</p> <p>But now MTN is actually asking for me to send a whole lot of sensitive information, including my MTN PIN, in an email.!? I do not consider myself to be paranoid over security but can this be for real?</p> <p> </p> <p>MTN has all the information they need to act on this issue... invoices, contracts, call-recordings, emails, </p> <p>yet they find new ways (excuses) to not provide customer-care.</p>

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Replies (4)
MTN South Africa
MTN South Africa's reply19 Aug 2016, 14:03
Official

Good Day Conrad van Dyk

Thank you for your post.

We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.

As per our conversation earlier, we will investigate and revert back to you with feedback.

Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.

Kind Regards,

Zukiswa

REQ: **********

's update31 Jan 2017, 08:58
Reviewer Update

Well after the official reply, I got a phone call and was assured that they would fix the problem. To date they there is still no sign of the R850 correction they undertook to do.

's update15 Nov 2017, 13:49
Reviewer Update
So eventually I just got an email from stating that MTN has taken over this contract from Autopage "Open contract" and that I never had an usage-limit. So this is what MTN seem to do on all issues... they just shrug their shoulders and then tell you that they are actually doing you a favour allowing you to be there client.
's update16 Nov 2017, 10:03
Reviewer Update
Try to get to the bottom of this again, I finally ended with Gertrude in MTN's "retention" department. She told me that Autopage had a feature called a "billing limit" which ensured that I could not use out of bundel data... but to MTN this was an "open" contract. When MTN took over the Autopage contracts they then left it as "open" and they have had many customers complaining about this. Now they offer to convert this contract and apply their "usage limit". Why did they not do this in the first place? if they were not willing to honour the contract I had with Autopage, why did they take it over? MTN now seems very proud of the fact that they offer this "conversion" but MTN is not willing to refund or even discount the data that was apparently used.