MTN and CPA

wizardofid

wizardofid

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I'm so Goth, my wrists slit themselves
Some assistance is needed, I need to formulate a letter to send to MTN.

Long story short-long version.

MTN has been short charging an upgrade done in April, as well as charging for services I don't have, like esim and have specific reference numbers in this regard. Have been monitoring it and have phoned MTN and send emails in this regard, informing MTN of the incorrect charges as well as the short charges.

Now by MTN's own terms and conditions it clearly states

Unless a query is raised in respect of the contents of this bill within 30 days from the date thereof, the contents shall be deemed to be correct.
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MTN.jpg

I have done best effort to correct the incorrect billing and short charge, by informing MTN via email and via phone with reference numbers (Total short charge R312). I paid MTN R360.00 via EFT and have the physical evidence that this was done and is reflecting on the account, however instead of adding the credit to the account to be used for the short charge.MTN decided to deduct this from the debit order that was suppose to go off on the 1st.

I have been struggling for 3 weeks now to have it sorted, getting fed up with this crap, so I need to inform MTN they have been given the opportunity to correct the billing and not accepting further responsibility for further incorrect billing.The onus is on them now, still I am proactive is this regard and will be setting aside the short charge from now on in case they decide to pull a fast one 6 months down the line which I don't mind, I am reasonable person and I am aware of it and is not in my nature to do some thing like ignoring it.

I am not a dishonest consumer and entirely happy to pay my dues, it is after all what I agreed to pay for. MTN states incorrect billing needs to be queried by the consumer within 30 days, otherwise they deem the billing to be correct. Can I hold them to that same terms and conditions.I really want to stick it to MTN now, they deserve as much for failing to do what needs to be done.




This is the email I send them
Good day.

Kindly note, I have given MTN ample opportunity to correct the billing.This serves as a notification that MTN has been made aware of the incorrect billing, and I have done best effort to inform MTN of the incorrect billing, even paying an amount of R360,00 to correct the billing.

As such, MTN having being made aware of the incorrect billing, I will no longer accept responsibility or liability in terms and conditions set forth in the consumer protection act and MTN's own terms and conditions, stating "Unless a query is raised in respect of the contents of this bill within 30 days from the date thereof, the contents shall be deemed to be correct."

The onus is now MTN to correct this information at earliest convenience.I will deem any future billing correct in this regard.

I thank you for your assistance and cooperation.
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You're a very nice person. On my previous upgrade they messed up and only charged me the base fee of the contract (Made for me M) i think it was. I also had an add-on that they never charged me for. I basically left it, since I figured everything on my side was done correctly, and I'm not in their accounts department. If they charge me wrong, it's their problem.

On the flip side, if they over-charged me, I would have complained immediately. Like I said, you're a better person.
 
Interesting. So this seems to happen with MTN. Few years ago someone in the office got a (2nd/3rd to the-) top tier Samsung for free, where they only charged the base contract fee, and nothing extra. I did not believe it at first, but there were actual invoices to back them up.

Minor details, names and facts have been changed to protect the innocent.
 
Charlesjjm said:
You're a very nice person. On my previous upgrade they messed up and only charged me the base fee of the contract (Made for me M) i think it was. I also had an add-on that they never charged me for. I basically left it, since I figured everything on my side was done correctly, and I'm not in their accounts department. If they charge me wrong, it's their problem.

On the flip side, if they over-charged me, I would have complained immediately. Like I said, you're a better person.
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My issue is, what is to stop them 6 months down the line, it is a 36 month contract, if they don't fix it for the entire term it is R3600+- for that period, that is quite a hit. I have done my job to make them aware of the short charge, but I would be mighty pissed if they decide oh sorry we fked up, lets debit the account....6 months or 7 months down the line.

And technically they did overcharge R35 odd times 3 for 3 months for services, like CLI presentation on the one sim, but don't charge for the same service on the other contract sim. They also added an esim service, I don't have a esim device nor requested the service. R35 is R35 rand, I don't like to screw people over nor do I want to be screwed over.

They are essentially Short charging a R114+- a month, it was R10-R20 I would have let it slide and they can contact to fix. R114 can add up quickly and royally screw you over several months down the line.However I suspect the CPA offers some protection in this regard, especially if you made them aware of the short charge and still didn't do any thing about it.

So I just want to be on the right side of the law, so that I can tell Fk off. You were made aware, and your own terms and conditions specify that if an error isn't corrected/queried within 30 days of an invoice it is deemed correct.

On the flip side they screwed up the upgrade and gave me R1000.00 credit to make up for that, essentially MTN has been paying for my 2 contracts this past 3 odd months.Still have a R103 odd credit. From next month they will debit my account again so needs to be fixed.

Reasonably and technically I can cancel due to their breach of contract, but I am not an ass, not exactly getting screwed over either, their offers and deals are pretty sweet in general so no reason to go else where.
 
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Well, they still haven't replied or fixed the problem.Technically speaking the contract would have ended this month, so will be 12 more days till the next billing run, unless some thing magically happens I will be paying even less for the contract. Will put aside the money for it every month, till they come grovelling for it, but right now seems they can't arsed to fix it.

So cool
bill.jpg
 
Surprise, surprise. today is the last billing date, fkcers added the esim back. but still haven't corrected the charges, fine by me.Transferring the short funds over to the fixed deposit account I have till they come knocking for it, why not earn some money from it.

Oh well I tried.
 
MTN.jpgSo the FCKERS added esim back. Previously I was paying a device fee of 7 rand. The contract essentially finished last month, which is why the device is R0.00, compared to R125 odd it should have been. :(. Got a free laptop, and router for the time being.

I told them I won't be reporting this any more, and if they want their money, they can give me back the esim charge first, which I have cancelled twice before. I have backed up and saved all the emails and reference numbers, so if they try any thing untoward I will screw them hard and fast.

In the mean time, I have moved over the R300 odd from previous 3 month including this months payment, into a 30 day fixed deposit account, and will keep doing so till the contract ends or till they come asking for it.
 
I don’t know if MTN are having issues with their billing but last month they were supposed to credit me an amount but instead ended up debiting that amount on top of the usual debit.

Also, my current outstanding balance is 2.5x my contract amount. Despite them having already overbilled me. I have no idea how.
 
abzo said:
I don’t know if MTN are having issues with their billing but last month they were supposed to credit me an amount but instead ended up debiting that amount on top of the usual debit.

Also, my current outstanding balance is 2.5x my contract amount. Despite them having already overbilled me. I have no idea how.
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I had a cancellation for R96000 mind you it was just a macbook pro and note 5 contract.
 
abzo said:
I don’t know if MTN are having issues with their billing but last month they were supposed to credit me an amount but instead ended up debiting that amount on top of the usual debit.

Also, my current outstanding balance is 2.5x my contract amount. Despite them having already overbilled me. I have no idea how.
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Also got billed more, for some reason :(

When I complained in off topic about MTN outsourcing to India I was ripped apart, guess what that outsourcing to India was a complete Fkup of note.
 
wizardofid said:
Also got billed more, for some reason :(

When I complained in off topic about MTN outsourcing to India I was ripped apart, guess what that outsourcing to India was a complete Fkup of note.
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The call-centre didn’t know why I had been billed more since they can’t see it on their side (they see the amount but don’t know why) and need to “escalate” it, said I should call back in a week. I have a feeling they’re also going to mess up my BF contract when it expires this year. They’ve just been bungling everything lately.
 
abzo said:
The call-centre didn’t know why I had been billed more since they can’t see it on their side (they see the amount but don’t know why) and need to “escalate” it, said I should call back in a week. I have a feeling they’re also going to mess up my BF contract when it expires this year. They’ve just been bungling everything lately.
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Well bar the billing I got allocated the incorrect night express data, instead of 30gig I only got 20gig, anytime I got the full 50gig, however the promotional 20gig they give when you upgrade or sign up was for some reason not allocated didn't feel like fighting about that as well. :(

All of their billing systems have been outsourced to India.......
 
Useless mofos, I only got my promotional free 20gig upgrade data yesterday a full 37 days odd later.Still havent fixed the short billing of the march upgrade and still short 10gig night express.Useless, useless useless !!!!!!!!!!!

FML
 
I got invoiced R1200 whereas my bill is usually R400. I have no idea why because I am unable to get a single invoice from any of their apps or sites.
 
They definitely debited order the higher amount - that's where I first noticed it.
 
Over billed last month. Was invoiced 4x as much this month. But nothing debited...yet.
 
OK phoned them. Nice lady, said she would send me my invoices for August and June (which I missed). We did the usual security check, confirmed my email address and she said she would email them to me.

Then things started going downhill.

She said she couldn't find them, could I please hold (I called 135 so luckily free)? I proceeded to hold around 10 mins, at which point she came back and told me the system hasn't generated them yet and I should call back in the next 2 to 24 hours if I haven't received it (??) and which point she got rid of me as quickly as possible.

This has a bad smell... :mad:
 
7 Months !!!!!, 7 MONTHS!!!!

Seriously finalllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllly, they fixed the damn account, and removed esim as well as credited R180.00, for the bogus esim charges.

However it remains to be seen if the billing will stick, as they updated the billing the last time and defaulted back to services without charging the device fees.

While at it reported the missing 10 gig night express, I didn't receive the last two months.
 
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