MTN billing ...

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fismail

Senior Member
Joined
Aug 18, 2003
Messages
993
Who on this forum is responsible for it ( MTN employees that are members ) , I've an issue that has been dragged on for over a month now and quite frankly I'm shocked that no-one can come to a decision on my problem.

Please reply to me in a PM with an email address so that I can forward correspondence on so that this problem can be solved.
 
Pitbull

Pitbull

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Joined
Apr 8, 2006
Messages
64,307
fismail said:
Who on this forum is responsible for it ( MTN employees that are members ) , I've an issue that has been dragged on for over a month now and quite frankly I'm shocked that no-one can come to a decision on my problem.

Please reply to me in a PM with an email address so that I can forward correspondence on so that this problem can be solved.
Click to expand...

I'm from the billing department and you already know what my answer was. ;)
 
Pitbull

Pitbull

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Joined
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Messages
64,307
Hi Guys

MTN has a number used by dealers for Port requests and verification.
This number is to be used by dealers only and not by anyone else.

This number is a free call on a dealer or staff phone. Now fismail used this number to enquire about his port etc.

Unfortunately he has been billed accordingly. Now this has been discussed with him and explained as to why we charge contract holders for this number.

If everyone was to phone that number for free it would become a nightmare to get thru and resolve queries within the 24 hour turn around time.

In this case there is no refund due to fismail and this has been explained to him.

I am from the Billing department and all those requests for refunds run thru me first. This decision has been made and what is good for one is good for all.

This is a sad turn of events but the rules apply. I have advised fismail that if he got the number from the dealer the dealer should own up. MTNSP is not going to carry that cost.

Hope this explains it enough in detail. I didn't want to touch on the amounts etc.
 
YelloFever

YelloFever

MTN Company Representative
Joined
Mar 30, 2006
Messages
4,569
Pitbull said:
Hi Guys

MTN has a number used by dealers for Port requests and verification.
This number is to be used by dealers only and not by anyone else.

This number is a free call on a dealer or staff phone. Now fismail used this number to enquire about his port etc.

Unfortunately he has been billed accordingly. Now this has been discussed with him and explained as to why we charge contract holders for this number.

If everyone was to phone that number for free it would become a nightmare to get thru and resolve queries within the 24 hour turn around time.

In this case there is no refund due to fismail and this has been explained to him.

I am from the Billing department and all those requests for refunds run thru me first. This decision has been made and what is good for one is good for all.

This is a sad turn of events but the rules apply. I have advised fismail that if he got the number from the dealer the dealer should own up. MTNSP is not going to carry that cost.

Hope this explains it enough in detail. I didn't want to touch on the amounts etc.
Click to expand...

Thanks Pitbull

MTNDD
 
F

fismail

Senior Member
Joined
Aug 18, 2003
Messages
993
not acceptable to me.

no-one ever communicated with me that 0831237667 is only for use by dealers and numerous questions to MTN staff at Century City and even to 808 never ever confirmed that is was chargeable to a subscriber until I got my bill for the last cycle.

who raps the MTN dealers over the knuckles.
why am i liable for this cost when the dealer refused to help me out.
why am i not told this officially by MTN in an email.

i'm sorry pal , i spend an average of R1500 a month with MTN , credit me on this since the dealer is being a hardass and MTN can rap him over the knuckles.

i'm not going to go into a case of dealer said / client said , i've sent numerous emails to MTN asking about this and no-one has replied as yet and this is unacceptable to me as a client ( i've been loyal to MTN for service , it would be nice if MTN is loyal to me for once )

i've logged another call today and hope to have feedback , i will chase this matter till one of us gives up and i can tell you now it wont be me.

Pitbull said:
Hi Guys

MTN has a number used by dealers for Port requests and verification.
This number is to be used by dealers only and not by anyone else.

This number is a free call on a dealer or staff phone. Now fismail used this number to enquire about his port etc.

Unfortunately he has been billed accordingly. Now this has been discussed with him and explained as to why we charge contract holders for this number.

If everyone was to phone that number for free it would become a nightmare to get thru and resolve queries within the 24 hour turn around time.

In this case there is no refund due to fismail and this has been explained to him.

I am from the Billing department and all those requests for refunds run thru me first. This decision has been made and what is good for one is good for all.

This is a sad turn of events but the rules apply. I have advised fismail that if he got the number from the dealer the dealer should own up. MTNSP is not going to carry that cost.

Hope this explains it enough in detail. I didn't want to touch on the amounts etc.
Click to expand...
 
Pitbull

Pitbull

Verboten
Joined
Apr 8, 2006
Messages
64,307
fismail said:
not acceptable to me.

no-one ever communicated with me that 0831237667 is only for use by dealers and numerous questions to MTN staff at Century City and even to 808 never ever confirmed that is was chargeable to a subscriber until I got my bill for the last cycle.

who raps the MTN dealers over the knuckles.
why am i liable for this cost when the dealer refused to help me out.
why am i not told this officially by MTN in an email.

i'm sorry pal , i spend an average of R1500 a month with MTN , credit me on this since the dealer is being a hardass and MTN can rap him over the knuckles.

i'm not going to go into a case of dealer said / client said , i've sent numerous emails to MTN asking about this and no-one has replied as yet and this is unacceptable to me as a client ( i've been loyal to MTN for service , it would be nice if MTN is loyal to me for once )

i've logged another call today and hope to have feedback , i will chase this matter till one of us gives up and i can tell you now it wont be me.
Click to expand...

Sorry but the out come is going to be the same.

This might sound harse but to keep requesting the same thing is not going to get it approved.

Like I mentioned all this goes past me first, If MTNDD sends a request for a refund on a MTNSP client it needs to go thru me, same with Snakepit it needs to go thru me and the outcome is the same.

Just received your 3rd request. Ref # ****2995
Is this the ref # your refering to ?
 
F

fismail

Senior Member
Joined
Aug 18, 2003
Messages
993
Please send me your email address , I will send you details of the dealer who helped cause this fiasco.
That ref below should have been logged today.

Pitbull said:
Sorry but the out come is going to be the same.

This might sound harse but to keep requesting the same thing is not going to get it approved.

Like I mentioned all this goes past me first, If MTNDD sends a request for a refund on a MTNSP client it needs to go thru me, same with Snakepit it needs to go thru me and the outcome is the same.

Just received your 3rd request. Ref # ****2995
Is this the ref # your refering to ?
Click to expand...
 
Pitbull

Pitbull

Verboten
Joined
Apr 8, 2006
Messages
64,307
Hi Guys

Yes MTNDD is correct I was not in Yesterday. :sick:

@ Fismail.

As stated above I have received your e-mail and read thru it. As per your Query you logged via MTN active, I'm going to give you the answer now as you'll see that was done already on Tuesday.

There will be no refund on this number from MTNSP.

If you where given the number by a Franchise pls follow that with them. I have forwarded your e-mail to the Dealer Principal for that area and they will be dealt with. Once again, MTNSP is not going to refund this amount as it was all valid call charges. The dealer principal will sort this with them but once again we can't help you to get your credit out of them as they are a franchise.
 
F

fismail

Senior Member
Joined
Aug 18, 2003
Messages
993
So in that case why cant the DP for that area take it up with this dealer and then pass the credit onto my account ?
I think I'll sell the Nokia 6103 that the dealer gave me and pay the bill with that money.
At the end of the day the consumer gets shafted once again.

Thanks for the assistance and clarifying where MTN stands on this issue , after all the emails I sent I still have zero reply and I got no official reply from you in the email that I sent you aside from what you've told me now on this forum.

Pitbull said:
Hi Guys

Yes MTNDD is correct I was not in Yesterday. :sick:

@ Fismail.

As stated above I have received your e-mail and read thru it. As per your Query you logged via MTN active, I'm going to give you the answer now as you'll see that was done already on Tuesday.

There will be no refund on this number from MTNSP.

If you where given the number by a Franchise pls follow that with them. I have forwarded your e-mail to the Dealer Principal for that area and they will be dealt with. Once again, MTNSP is not going to refund this amount as it was all valid call charges. The dealer principal will sort this with them but once again we can't help you to get your credit out of them as they are a franchise.
Click to expand...
 
Pitbull

Pitbull

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Joined
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Messages
64,307
Hi fismail

I have explained this to you in person, the MTN service centre has explained this to you in person, Snakepit aka Gareth has explained this to you in person.

I have mentioned this on the forum many times.

an e-mail confirming what we all have told you already is not going to make any difference.

I honestly hope we could put this to rest now. Another thing you just mentioned here, you where informed to take the phone back to the dealer more than a month ago. Seeing that you have failed to do so. Now from where I see it there is something going on here which is not @ all MTN's fault however your pushing every envelope to see where MTN has gone wrong. Fact is we never made any faults on your account or your Porting. This happened because of your request to port and not checking the charges with your current SP.

If you have any further problem with anything else pls feel free to e-mail me or post on here. The above matter is now closed on our side and will no longer be entertained.

I would strongly recommend you return the Handset to the dealer as you have been advised to do.

Thanx
Herman Liebenberg
 
F

fismail

Senior Member
Joined
Aug 18, 2003
Messages
993
Dealer will only accept the handset back if MTN comes to the conclusion that it will allow the dealer to return that very handset and also credit the dealer for the cost of the handset.

I've explained this over and over and over again , if you don't tell the dealer what his options are , there is no way I can return it until he has communication from MTN that they will honour the return.

So till that happens and it will most likely be more drama , please communicate this to the dealer as the last time I went there he refused to take back the handset until MTN assured him that he'd be covered for his loss , check your PM for his details.

Pitbull said:
Hi fismail

I have explained this to you in person, the MTN service centre has explained this to you in person, Snakepit aka Gareth has explained this to you in person.

I have mentioned this on the forum many times.

an e-mail confirming what we all have told you already is not going to make any difference.

I honestly hope we could put this to rest now. Another thing you just mentioned here, you where informed to take the phone back to the dealer more than a month ago. Seeing that you have failed to do so. Now from where I see it there is something going on here which is not @ all MTN's fault however your pushing every envelope to see where MTN has gone wrong. Fact is we never made any faults on your account or your Porting. This happened because of your request to port and not checking the charges with your current SP.

If you have any further problem with anything else pls feel free to e-mail me or post on here. The above matter is now closed on our side and will no longer be entertained.

I would strongly recommend you return the Handset to the dealer as you have been advised to do.

Thanx
Herman Liebenberg
Click to expand...
 
Last edited:
M

Maelly

Expert Member
Joined
Jun 14, 2006
Messages
2,226
Geez man, sounds like you really got a raw deal there. Hope that all will be well.
 
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