Is MTN over-billing?

MTN_Data_Dude said:
If the specific customer affected by this incident can send me his account details then we will look into this asap and ensure that the bill is rectified.
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Will send the information now. It took me 3 calls to the call centre (about 1/2 hour on the phone) trying to explain the situation to the various operators. I got cut off twice and eventually the third one logged the call but I have heard nothing since.

The first two attepts to log were on the 14th and I eventually got the problem logged on the 15th. Since then, I have heard nothing.
 
MTN_Data_Dude said:
MTN is always very concerned about potential billing issues. We were contacted by mybroadband but were not in a position to comment as we did not have the subscribers' details. We constantly run data integrity checks on our bills and it is not in our interests to overcharge any customer for any service. If there is a data billing problem we will investigate and ensure that it is corrected asap.

If the specific customer affected by this incident can send me his account details then we will look into this asap and ensure that the bill is rectified.
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xrapidx said:
Problem is you usually have to argue with the clueless 808 call center, who apparently don't have the ability to transfer you higher up the food chain. It makes sorting bill issues a bit difficult. i.e., its not easy to get hold of the right people at MTN.
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Abe said:
Will send the information now. It took me 3 calls to the call centre (about 1/2 hour on the phone) trying to explain the situation to the various operators. I got cut off twice and eventually the third one logged the call but I have heard nothing since.

The first two attepts to log were on the 14th and I eventually got the problem logged on the 15th. Since then, I have heard nothing.
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Like I said. MTN need a proper system in place for this sort of thing, MTN can't be concerned if its near impossible for subscribers to notify them.
 
MTN_Data_Dude said:
If the specific customer affected by this incident can send me his account details then we will look into this asap and ensure that the bill is rectified.
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Can you confirm that you have received my two PM's? I sent one on Friday afternoon and another this morning but have heard nothing back from either MTN on my phone or via PM.
 
Abe said:
Can you confirm that you have received my two PM's? I sent one on Friday afternoon and another this morning but have heard nothing back from either MTN on my phone or via PM.
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Bump - I have still had no contact. MTN_Data_Dude, can you please respond here or via PM.
 
MTN_Data_Dude said:
Funny how no-one told MTN about the prepaid bug that allowed prepaid users to get data for free last year!
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Uh... that's the responsibility of MTN ;)
Same way MTN kept quiet about the billing issue... or are you telling me no-one at MTN picked it up?
 
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xrapidx said:
Problem is you usually have to argue with the clueless 808 call center, who apparently don't have the ability to transfer you higher up the food chain. It makes sorting bill issues a bit difficult. i.e., its not easy to get hold of the right people at MTN.
Click to expand...

Right on... exactly... why I havent been with MTN for some years now after over 7 years with them.
 
eish... and still no word from MTN on this board... things are going downhill. Sorry for you Abe..
 
Still no news. This is disgusting (I can think of a lot of worse things to say). I have PM'd MTN_Data_Dude twice after he requested that the customer contact him with the details (without response) and called MTN again today to be told that the billing department has too much work and still don't have a response.

To make matters worse, my billing run closed on the 26th, so because the MTN billing department has taken their time, I will now have to wait at least another month before getting a refund. So they take money that they are not entitled to and once they have it, take their time in rectifying the problem.

Pitbull, are you perhaps reading this? I seem to remember reading somewhere that the Hello Peter queries get sent to you and it is better to send them directly to you. Am I remembering correctly? I have no time for Hello Peter so would rather not deal with them.
 
Y'know Abe, it was those MTN guys (Pitbull and MTN Data dude) who ranted about people running to Helopeter before trying them first. I don't quite honestly think they are listening. I agree with your helopeter sentiment, but I have to say that I have never posted on the site in vain...
I have done so about 6 times and always had results.
 
...some how its the only way that works....

Its probably why 'suppliers' hate hellopeter so much.
 
What is really concerning is the total lack of response from MTN. It makes me think that this is a widespread problem and they are waiting for their new billing system before announcing that it has been fixed rather then come out and say something like: "we have a problem with over billing people and are busy working on it".
 
What I don't get is how he publicy responds to this thread saying "PM me the details" for help... and then publicy ignore the request... go figure...
 
Bump - Well done MTN, still no answer. I called the call centre again two days ago to be told that billing had just picked up the request and I should have an answer the next day. Gave them an extra day just to be generous and called again. Still no answer, billing is aparently still looking at it. I have not choice but to assume that this is quite a big problem and that MTN don't want anyone to know about it.

I demanded an answer from a Supervisor by the end of day as the only recourse left to me after that is to use HelloPeter.

So much for MTN's presence on this forum.
 
Damn...its been so long I actually forgot what this was about...
 
lol - the big problem is that it looks like MTN are charging people for out of bundle bandwidth when they still have in bundle data left. This happens when you go over your limit. MTN seem to be charging for the whole last transaction instead of just the amount you go over. So in an extreme case, if you are on a 1GB bundle and use up 100Meg, then for then next transaction, you use up 1GB. Instead of charging you for 100Meg (the amount you are over), they are charging you for the full 1GB (The size of your last transaction).
 
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