AB
Antonio B
1 reviews | Active since Apr 2010
22 Jun 2016, 12:22
UNAUTHORIZED DEBIT
<p>On the 31ST of October 2015, MTN debited my account with R 9,536.11.</p> <p>I was away at the time and did not notice this until now that I am consolidating my income tax - I know, really stupid!</p> <p>I was told that MTN’s account department does not talk directly to customers.</p> <p>This was not the only time that funds were taken by MTN without my authority.</p> <p>I am so angry that words cannot describe it.</p> <p>I am not sure what to do next but something will be done.</p> <p>My MTN account number was A ********** .</p>
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Replies (2)
MTN South Africa's replyOfficial
23 Jun 2016, 10:43Good day Antonio,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Kindly be advised that invoice dated 2015-09-20 was investigated by the billing department and the charges are valid as per the sim serial number provided and the usage was generated directly from this sim number, REQ: ********** .
Our system shows that a request for cancellation was received via email on 2015-11-05 and the number was cancelled on 2015-12-05 as per 30 notice period. The data charges billed occurred prior to the deactivation of the number.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you and to restore your faith in us.
Regards,
Ayanda
REQ: **********
Best regards,
MTN South Africa's reply23 Jun 2016, 10:43
Official
Good day Antonio,
Thank you for your post.
We are terribly sorry for the inconvenience that you experienced as a result of this. We completely understand the frustration it has caused.
Kindly be advised that invoice dated 2015-09-20 was investigated by the billing department and the charges are valid as per the sim serial number provided and the usage was generated directly from this sim number, REQ: ********** .
Our system shows that a request for cancellation was received via email on 2015-11-05 and the number was cancelled on 2015-12-05 as per 30 notice period. The data charges billed occurred prior to the deactivation of the number.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you and to restore your faith in us.
Regards,
Ayanda
REQ: **********
Best regards,
AB
Antonio B's updateReviewer Update
24 Jun 2016, 12:53Dear Ayanda,
The invoice may well be right but on the on the 28th of October 2015, Christo Ward (MTN co-ordinator: quality and coverage) sent Shelton from Romans Electrical to install and adjust an aerial in an attempt to sort out the coverage problems that I was having with my internet access at my place in Venterstad.
No doubt that during their installation and testing it clocked up the data which resulted in the R 9,536.11 that was debited to my account.
Their testing should not have been billed to me, because on the 15/07/2015 at 08:04, Christo Ward sent me an e-mail, as follows:
===
“Good Morning,
Unfortunately the situation is still the same as communicated earlier this year. The tower is not owned by MTN and we requested for 3G to be added but our request was rejected due to the tower being overloaded and no more physical equipment may be installed.
I have spoken to engineers on what the way forward is but they advised me that they are looking into the possibility of building a new tower but that will not be soon. Another option we can try is to install an antenna for the router to boost the signal. The closest 3G tower is at Gariep Dam which does not have line of sight but we can give it a try. We will install the antenna free of charge if interested.
Kind Regards,
Christo Ward”
===
If I was told that the installation would be free of charge. If I had been told that I would have to fork out R 9,536.11 for the installation, I would never have agreed to the installation.
There is no way that I use anywhere near this amount of data, as you will be able to confirm by my normal monthly invoices.
If you want all the correspondence between Christo Ward and I, contact me directly and I will forward it all to you.
If it is indeed not your intention to displease me, then refund me the money clocked up by your sub-contractors during the "FREE" installation.
Best regards,
AB
Antonio B's update24 Jun 2016, 12:53
Reviewer Update
Dear Ayanda,
The invoice may well be right but on the on the 28th of October 2015, Christo Ward (MTN co-ordinator: quality and coverage) sent Shelton from Romans Electrical to install and adjust an aerial in an attempt to sort out the coverage problems that I was having with my internet access at my place in Venterstad.
No doubt that during their installation and testing it clocked up the data which resulted in the R 9,536.11 that was debited to my account.
Their testing should not have been billed to me, because on the 15/07/2015 at 08:04, Christo Ward sent me an e-mail, as follows:
===
“Good Morning,
Unfortunately the situation is still the same as communicated earlier this year. The tower is not owned by MTN and we requested for 3G to be added but our request was rejected due to the tower being overloaded and no more physical equipment may be installed.
I have spoken to engineers on what the way forward is but they advised me that they are looking into the possibility of building a new tower but that will not be soon. Another option we can try is to install an antenna for the router to boost the signal. The closest 3G tower is at Gariep Dam which does not have line of sight but we can give it a try. We will install the antenna free of charge if interested.
Kind Regards,
Christo Ward”
===
If I was told that the installation would be free of charge. If I had been told that I would have to fork out R 9,536.11 for the installation, I would never have agreed to the installation.
There is no way that I use anywhere near this amount of data, as you will be able to confirm by my normal monthly invoices.
If you want all the correspondence between Christo Ward and I, contact me directly and I will forward it all to you.
If it is indeed not your intention to displease me, then refund me the money clocked up by your sub-contractors during the "FREE" installation.
Best regards,