UNEXPLAINED AIRTIME DEDUCTIONS, CALLS MADE BY "GHOSTS"

<p>This review is written on behalf of my partner Colin Bosch. We are at our wits end with MTN. See one of his many emails to Mtn below: </p> <p> </p> <p>Dear Mtn,</p> <p>Does MTN have a value system that relates to Customer Care that they subscribe to? I have wasted endless hours on calls to service centres and also visits to these centres with no success to either a resolution or explanation to my MTN AIRTIME THEFT ISSUE!! I have THREE ref#’s ********** 42, ********** 6 and ********** 41, the latter was registered 1 November last year already when I originally suspected the anomalies on my account!!</p> <p> </p> <p>MTN is *****ing my contract airtime. Hundreds of calls on my itemized billing are not made by me. My handset and sim are in my possession 24/7 and is protected by my password. I do not know the numbers or the people that are being called and billed to my account as they are neither on my contact list nor recorded on my handset call log register.</p> <p> </p> <p>Calls were also logged against this sim while I was out of the country for 2-weeks and my handset switched off to any network and/or roaming. I have now analysed my itemized billing and I detect that these abnormal calls/billing to all these numbers started during Sep 2016 and rapidly escalating to current day. Strangely, my normal routinely distributed contract account invoices AND itemized billing has been received by email for the last ten years but suddenly stopped at end September 2016. I only noticed anomalies to my contract account via my monthly debit order payments. Only after a call to a service centre did I receive the THREE missing months itemized billing! I was only then able to analyse and identify the billing theft!</p> <p> </p> <p>My endless efforts to MTN (with ref#'s) to get a resolution have been futile. Because of my job, on Monday 9 January 2017 I was forced to purchase an airtime bundle of R270, the first time I ever run out airtime in my 26 years at MTN!!! This airtime ran out the following day despite two short calls I made! I was the AGAIN forced (job responsibility) to purchase more airtime but this too was again depleted overnight????</p> <p> </p> <p>I now sit without the ability to make calls and no way to get the issue THROUGH TO MTN BRICKWALL. The last customer care agent promised to investigate and resolve and provide feedback within an hour but again nothing has happened, no surprize.</p> <p> </p> <p>I demand a refund for ALL the charges related to this airtime theft and for the bundles I was forced to purchase. I demand the courtesy of a response to the situation and a plan to normalize this theft by MTN system failures!</p> <p> </p> <p>I will support my claims with emphatic evidence to support my claim. Since January to Sep last year (2016), my average amount of actual real calls made by myself per month was 132. For Oct to Dec 2016, this average rose to 346 calls per month AS A RESULT THESE UNKNOWN CALLS LOGGED BY YOUR SYSTEM AGAINST MY ACCOUNT. My calls per month prior to January 2016 are in line with the 132 norm.</p> <p> </p> <p>I respectfully appeal that you review, resolve, normalize and refund my account ASAP.</p> <p> </p> <p>Colin Bosch</p> <p>083 ********** </p> <p> </p> <p>Further to this, Colin cancelled his contract with Mtn, but even this did not stop the problem. See next email:</p> <p> </p> <p>Dear Customer NON-CARE</p> <p> </p> <p>I cancelled TWO of my contracts on 31 January 2017 BUT MTN have loaded my normal 350 minutes, 300 SMSes and 500 MB data on 22 Feb 2017. Cancellation confirmation from yourselves is attached!!</p> <p> </p> <p>I have not used any of the airtime STILL gets used up LOL!!! The data and SMSes also get inadvertently used and are beyond my control. I will not be paying for this monthly subscription so the stuff must be removed! Please will you inform me WHY it was loaded in the first place??</p> <p> </p> <p>Also NOT attended to is my email & Itemized Billing NOT received despite me paying for it??? Please, for the 10th time request will you provide me with invoices and Itemized Billing for all FOUR my contracts from OCTOBER LAST YEAR!!!!</p> <p> </p> <p>MTN, what does one have to do to have this problem sorted out? Nobody responds, nobody gives a damn! Calls are being made from my cell number, without me making these calls! This is still happening. I have called these numbers, and do not know the person from a bar of soap. When they check their calls recieved, there is nothing from my number, yet my itemised billing shows the number was dialled from my phone. There is something seriously fishy happening at Mtn, and I demand that this is investigated and rectified, and that I am refunded for all monies lost!!</p>