pM
petro M
1 reviews | Active since Jan 2014
14 Dec 2016, 13:33
'You owe us ....'
<p>Since July I've been having trouble with MTN. According to them, I owe them R3200 in outstanding contract fees. I have three contracts with them and I have proof of every payment I've made since joining the network a few years back.</p> <p> </p> <p>My question is: If I owe them this amount, why is all my lines still active? Surely if I'm in arrears, it would have been suspended by now?</p> <p> </p> <p>I have been trying to contact their accounts department to resolve this, but every time I get the same reply, 'Ma'am, you owe us money, you need to pay.'</p> <p> </p> <p>I've asked for itemised billing and it shows that all my payments are up to date, in fact, I am paid up in advance. No one at the call center seems to understand this.</p> <p> </p> <p>Who can I deal with in order to resolve this matter?</p>
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MTN South Africa's replyOfficial
14 Dec 2016, 20:24Good day Mrs Petronella M Mosebach,
Thank you for your post.
A***
We apologize for any inconvenience incurred.
Kindly be advised that the account was on debit order and then changed to cash method due to your debit orders returned unpaid. We have sent to you the open items report that will reflects the unpaid debit order for the 5 lines. Please have a look at the open items report.
On the left side of the report you will see the balance and credit information will reflect your payments received and allocated to the account. The report reflects that the account is paid short. On the 14th of November the account balance was R2522.22, you have made a cash payment for R1000.00 that left the account balance to R1522.22. The debit order for R1782.12 was requested and reflected that the account was in credit the debit order for R1785.12 returned unpaid and was allocated back to the account the R11.40 is added to the account and this bring the account balance to R1533.62.
MTN do not owing a balance to you due to the account balance outstanding. If you have made payments that is not reflecting on the report you need to email the proof to our customer care for the payment allocation to be done. The email address ***.
Kind Regards,
Alice van der Merwe
REQ:***
***
Best regards,
MTN South Africa's reply14 Dec 2016, 20:24
Official
Good day Mrs Petronella M Mosebach,
Thank you for your post.
A***
We apologize for any inconvenience incurred.
Kindly be advised that the account was on debit order and then changed to cash method due to your debit orders returned unpaid. We have sent to you the open items report that will reflects the unpaid debit order for the 5 lines. Please have a look at the open items report.
On the left side of the report you will see the balance and credit information will reflect your payments received and allocated to the account. The report reflects that the account is paid short. On the 14th of November the account balance was R2522.22, you have made a cash payment for R1000.00 that left the account balance to R1522.22. The debit order for R1782.12 was requested and reflected that the account was in credit the debit order for R1785.12 returned unpaid and was allocated back to the account the R11.40 is added to the account and this bring the account balance to R1533.62.
MTN do not owing a balance to you due to the account balance outstanding. If you have made payments that is not reflecting on the report you need to email the proof to our customer care for the payment allocation to be done. The email address ***.
Kind Regards,
Alice van der Merwe
REQ:***
***
Best regards,