JM
Jean M
1 reviews | Active since May 2014
01 Feb 2018, 10:44
UNAUTHORIZED DEDUCTIONS
My contract with MTN was terminated in October 2017 and we are now in February 2018 and the debit order is still going off.
Since you have my bank details - DOES THIS AUTHORISE YOU TO CONTINUE WITH DEBIT ORDER DEDUCTIONS. The contract has been cancelled so YOU ARE TAKING MONEY FOR NOTHING.
Is this legal in South Africa - or should it be raised with the FSB and other regulators. I have sent your staff emails on numerous occasions requesting that this be stopped. But the typical behaviour of MTN is that they are reluctant to terminated contracts once the contract period is over - as it took me many months to end this contract - so now they continue with deducting my money for no service!!!!!
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Replies (2)
MTN South Africa's replyOfficial
02 Feb 2018, 12:59Good day Jean,
Thank you for your post.
Please note that the contract for the number *** will expire on 2018-02-20 as per our records. The debit order of R675.56 dated 2018-01-31 was for the invoice dated 2017-12-21.
Please note that we require a 30 days' notice for contract cancellations should you wish to terminate the number completely from the network and should you wish to convert the number to prepaid, you can call in a day after the contract expiry date, as prepaid migrations are actioned immediately upon request.
As per the revised business processes, all cancellations are now done through our call centre so kindly be advised that you will need to call 808 and select "Option 4" from the voice menu to be transferred to the cancellations department.
Also please be advised that you will forfeit all remaining rand value airtime, data, minutes and/or SMSes upon prepaid migration. It is therefore recommended that you use up all or most of your balances prior to migrating to prepaid.
We trust that you find the above in order.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
MTN South Africa's reply02 Feb 2018, 12:59
Official
Good day Jean,
Thank you for your post.
Please note that the contract for the number *** will expire on 2018-02-20 as per our records. The debit order of R675.56 dated 2018-01-31 was for the invoice dated 2017-12-21.
Please note that we require a 30 days' notice for contract cancellations should you wish to terminate the number completely from the network and should you wish to convert the number to prepaid, you can call in a day after the contract expiry date, as prepaid migrations are actioned immediately upon request.
As per the revised business processes, all cancellations are now done through our call centre so kindly be advised that you will need to call 808 and select "Option 4" from the voice menu to be transferred to the cancellations department.
Also please be advised that you will forfeit all remaining rand value airtime, data, minutes and/or SMSes upon prepaid migration. It is therefore recommended that you use up all or most of your balances prior to migrating to prepaid.
We trust that you find the above in order.
Kind Regards,
Tshepo M
MTN Complaints Management Team
Best regards,
JM
Jean M's updateReviewer Update
02 Feb 2018, 15:31This is not the number in question - if you took the time to read the previous post - it relates to another number - ********** 144. This is the biggest problem with MTN - you dont get your facts correct when trying to resolve an issue.
JM
Jean M's update02 Feb 2018, 15:31
Reviewer Update
This is not the number in question - if you took the time to read the previous post - it relates to another number - ********** 144. This is the biggest problem with MTN - you dont get your facts correct when trying to resolve an issue.