Unauthorized Debit Deductions
<p>Since the inception of my contract I have encountered problems with MTN taking more than the contractual amount from my bank account. I took out a Top-Up 200 contract in July 2015 which added up to a total value of R409.00. However, in August and September, my account was debited for R921.74 and R883.50; respectively. After repeated calls to the call centre, I was informed that i will be reimbursed for the extra money deducted. To date I have not received this money, despite numerous calls.</p> <p>In July 2016, an amount of R2007.10 was debited from my account. Upon contacting the call centre, I was informed that another number was "added" to my contract. At no point in time did I authorize this number onto my contract. I did a sworn affidavit to this effect and emailed it to the call centre. I have a reference number to this effect. I then instructed my bank to reverse the debit order, as this severely affected my budget for the month.</p> <p>Despite this, an amount of R5020.67 was debited from my account on 30 July 2016. I did not receive any response to the email I sent to MTN. Despite the fact that I requested the consultant to escalate my matter to senior management, I did not receive any response from MTN. I am totally shocked at the manner in which MTN has treated me. I don't think that any client should be treated with such disrespect and disdain.</p>
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MTN South Africa's replyOfficial
11 Aug 2016, 06:55Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Thank you for your time on line.
***:
We have sent to you the copy of the new contract done in May 2016. We have received the affidavit sent via the customer care service with your email address as per Hello Peter. We do require the clear certified ID copy for our ***** department to investigate the new line added to the contract. Please email to me the ID and affidavit, the customer reference number ***6. My email address ***
We have suspended the sim card for line ***. The debit order has been cancelled until the ***** department has finalized the request.
***:
We have changed the delivery method to post as per your request. The address details we have on the account Box 4781, Mandeni, 4490.
E***:August 2015 invoice. As per reference number *** we do pick up on the 19-8-2015 the dealership did changed the limit to R0.00. The invoice has been billed for insurance service added (prorate from the date the service has been activated and one month subscription fee and for the upgrade charge. The line has been billed for extra calls and data charges.
E***: September 2015 invoice. This invoice has been billed for extra data and call charges.
The account will be credited with R468.75 this cover both invoices for calls and data charges. The credit will reflect Monday on the account.
We have opened cell ***.
Hope this is in order.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
MTN South Africa's reply11 Aug 2016, 06:55
Official
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Thank you for your time on line.
***:
We have sent to you the copy of the new contract done in May 2016. We have received the affidavit sent via the customer care service with your email address as per Hello Peter. We do require the clear certified ID copy for our ***** department to investigate the new line added to the contract. Please email to me the ID and affidavit, the customer reference number ***6. My email address ***
We have suspended the sim card for line ***. The debit order has been cancelled until the ***** department has finalized the request.
***:
We have changed the delivery method to post as per your request. The address details we have on the account Box 4781, Mandeni, 4490.
E***:August 2015 invoice. As per reference number *** we do pick up on the 19-8-2015 the dealership did changed the limit to R0.00. The invoice has been billed for insurance service added (prorate from the date the service has been activated and one month subscription fee and for the upgrade charge. The line has been billed for extra calls and data charges.
E***: September 2015 invoice. This invoice has been billed for extra data and call charges.
The account will be credited with R468.75 this cover both invoices for calls and data charges. The credit will reflect Monday on the account.
We have opened cell ***.
Hope this is in order.
Kind Regards,
Alice van der Merwe
REQ:***
Best regards,
's updateReviewer Update
24 Oct 2016, 14:22It has now been in excess of 2 months & I have had no response/feedback on this matter.
Sadly, my simcard for ********** 463 was damaged-this is a valid & legitimate contract- however, MTN Musgrave has informed me that they are unable to do a sim-swap for this number. Even though I pay for sums ure. I am told that my account is more than 90 days overdue. But this amount is for the number for which I have registered a ***** claim. To say that I am sick & tired of the abuse that MTN is inflicting upon me is putting it midly. Wish I could just cancel my existing contract and move on with a company which has more respect for their clients. In the meantime I cannot make use of a contract that I'm expected to pay for. Now how contorted is that???
In my opinion, MTN was negligent in allowing my information & contract documents to be made available to whoever conducted the *****. Only MTN & their staff has access to these documents. FED UP!!!!
's update24 Oct 2016, 14:22
Reviewer Update
It has now been in excess of 2 months & I have had no response/feedback on this matter.
Sadly, my simcard for ********** 463 was damaged-this is a valid & legitimate contract- however, MTN Musgrave has informed me that they are unable to do a sim-swap for this number. Even though I pay for sums ure. I am told that my account is more than 90 days overdue. But this amount is for the number for which I have registered a ***** claim. To say that I am sick & tired of the abuse that MTN is inflicting upon me is putting it midly. Wish I could just cancel my existing contract and move on with a company which has more respect for their clients. In the meantime I cannot make use of a contract that I'm expected to pay for. Now how contorted is that???
In my opinion, MTN was negligent in allowing my information & contract documents to be made available to whoever conducted the *****. Only MTN & their staff has access to these documents. FED UP!!!!