BM
Botle M

1 reviews | Active since Apr 2019

12 Apr 2019, 12:33

Unfair Treatment

I got a contract phone end of January with MTN and the agreement was that I would be debited on the 25th of every month. In February I didn't get debited and when I made an inquiry I was told that I would be debited in March. In March I didn't get debited and again I had to inquire and this time I was told the debit order was done but they were still waiting for confirmation. A few days later my service gets suspended and when I inquire, I am told its because the branch code I gave them was wrong. I don't understand how this could have happened because I provided my payslip and bank statements with the right branch code. The lady I spoke to reinstated my service and we arranged a method of payment. A debit order went through the next day. Now a few days later again my service has been suspended and I am told it is because there is an amount of 67c that I didn't pay and also the installment for February and I have to pay this money before I can get the service back. This is all not my fault, I provided the right documentation someone else captured wrong details and I now have to suffer for a mistake that I didn't make. It's in the middle of the month where I am now supposed to get this money? I was clearly told that until I pay the money there is nothing that can be done so basically I'm taking the fall for something that's clearly not my fault. Very disappointing.

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Replies (2)
MTN South Africa
MTN South Africa's reply15 Apr 2019, 14:03
Official
Good day  Thank you for bringing this matter to our attention. We apologize for the delayed response and for any inconvenience incurred.  We will investigate and provide you with feedback. 
  Warm Regards 
Sizwe Schoeman Complaints Management team 

Best regards,

MTN South Africa
MTN South Africa's reply16 Apr 2019, 11:48
Official
Good day
 Thank you for your post. 

We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes. 

Please be advised that your account runs 1 month in arrears, meaning the you made a payment for February 2019 on the 02 of April for the amount of R550.00 instead of R550.16. Your March 2019 bill was R411.48 which is still outstanding. You current outstanding balance is R 823.63 inclusive of April 2019's bill that was raised on the 11th. Unfortunately we unable to lift suspensions on accounts as the system will automatically suspend it again unless the account is paid up.  

Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
 Warm Regards 
Sizwe Schoeman Complaints Management team 

Best regards,