Unhelpful MTN

Item: MTN South Africa
Rating: 1
Author: Janine Z

I have been on a data plan since beginning of last year. It was the promotional deal of 50gigs a month. This has never been a problem until now. I run my whole business off my phone and I netflix all day and my data lasts me the month. This month I was loaded with my data on the 12th. Today the 19th I have zero data, when I checked this morning I still had 41gigs, after calling MTN and they checked on their side, all of a sudden I had 5kb, when I checked again I had zero! I have had to purchase 2gig, and 10 mins after loading data I have 1.5gigs. When calling your 135 number, I spoke to a very rude Kgomotso who constantly interrupted me and then transferred me to Mbali who was trying to assist, I asked her to get back to me within 15 minutes as this is urgent, I AM LOSING BUSINESS. It has been almost an hour and I have still not gotten a response. I am really sick to death of MTN who are never willing to assist someone who has been a customer for almost 15 years! Please tell me where 50 gigs disappears in a week??? because my daytime data and night data are split, I download my movies at night, then turn off data for netflix during the day, I have bee doing this for ages and it has never been a problem, why now? This has not bee the first time MTN have made an error with my data as well. So the trust is lost with MTN. Why am I paying for a service I do not get?

Helpful (0)

Replies (2)

MTN South Africa's replyOfficial

20 Feb 2019, 11:02

Good day Janine
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as a result of the breakdown in the service delivery in one of our touch points.
I have checked your data usage on the system, it shows that the anytime data that was allocated to you was used and you have a balance of 12.3GB of the night express data. Please see below a breakdown of the data usage. 12-02-2019 12am to 6am - Night express data- 3257.19MB 12-02-2019 6am to 12pm - Anytime data - 2516.02MB 13-02-2019 12am to 6am - Night express data - 3.4MB 13-02-2019 6am to 12pm - Anytime data - 640.96MB 14-02-2019 12am to 6am - Night express data - 102.96MB 14-02-2019 6am to 12pm - Anytime data - 2774.53MB 15-02-2019 12am to 6am - Night express data - 107.3MB 15-02-2019 6am to 12pm - Anytime data - 2362.15MB 16-02-2019 12am to 6am - Night express data - 162.75MB 16-02-2019 6am to 12pm - Anytime data - 7769.81MB 17-02-2019 12am to 6am - Night express data - 242.63MB 17-02-2019 6am to 12pm - Anytime data - 2164MB 18-02-2019 12am to 6am - Night express data - 2979.55MB 18-02-2019 6am to 12pm - Anytime data - 16668.56MB 19-02-2019 12am to 6am - Night express data - 1043.22MB 19-02-2019 6am to 12pm - Anytime data - 5359.22MB Total Night express data used – 7899MB
Total Anytime data - 40255.25MB Please note that you can also check on the data usage option on your phone to check which apps have used the data. Warm regards, Jessica John Complaints Management Team

Best regards,

MTN South Africa's reply20 Feb 2019, 11:02

Official

Best regards,

Janine Z's updateReviewer Update

20 Feb 2019, 12:58

Good Day I have looked at what is using my data, it does NOT add up to the figures you are giving me. I have not changed anything I do, so how is it possible I went through so much in a week? I do not accept this response, as I have said this is not the first time MTN has made a mess up, so I do not trust that you are doing your jobs correctly. Sort this out NOW! Otherwise I will stop paying all of my accounts with you, and change over to someone else who can do the job. Thank you.

Janine Z's update20 Feb 2019, 12:58

Reviewer Update

Unhelpful MTN

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