Unauthorized change in contract and price increase
Hi MTN, I usually sing MTN's praises, but my last experience is just pathetic and completely avoidable. I have been emailing back and forth with your "customer care" team regarding a suspicious increase in my MTN contract (reference number ***, ). I am suddenly being charged R250 for a contract. I have informed them that I HAVE NOT agreed to a price adjustment in December and have insisted on proof thereof (which there wouldn't be) that I have agreed to it either telephonically or in person. They have gone silent and the debits keep coming. In these trying times, nobody can afford unnecessary costs and yet MTN still thinks it's fine to over charge honest working customers with no communication whatsoever. I've asked for proof and full refunds and I expect to receive it. Please advise. Below is a full copy of the email.
And still absolutely no response. You are aware that your email address is literally customer care. How is this caring for the customer?
Seems that you only assist people when they complain on Hello Peter. Is that the new route to take for queries now?
No indication of a refund and yet the debits keep coming. As long as you get paid you're OK. Nevermind customers that are affected by the lockdown.
On Fri, 03 Apr 2020, 22:47 Devon Wayne Atkins, <***> wrote: Hi
I need a response to this please, as another debit for the increased amount went off.
Please have the decency to call me as soon as possible. My number is below.
On Wed, 25 Mar 2020, 21:54 Devon Wayne Atkins, <***> wrote: I have never been in to MTN to make any changes on this contract, in person nor telephonically, since it was taken out in 2019.
I need proof of this change also showing that I authorised it, because I can assure you it was not me. Attached are the debits indicating the price change.
If I made a change in contract, I would not be querying the amount.
I want this adjusted to the original amount, and all funds returned to me that were charged above the agreed amount.
Kind Regards,
DEVON ATKINS
+27 (0)79 *** (cell)
*** (email)
Please consider the environment before printing this email and/or any related attachments
On Mon, 16 Mar 2020 at 12:44, Customer Care <***> wrote: Good day Devon,
Thank you for your email. We apologize for the delayed response.
Please note our records shows that there was a migration done from Made-for-Me S to Made-for-Me S topUp processed on the 2019-12-10.. This is the reason for price change / increase.
We look forward to being of service to you.
Kind Regards, Thato Luka MTN SA
Reference Number: ***