I've submitted the same at www.hellopeter.com as well as www.getclosure.co.za
The reason i'm doing it here as well is:
1) Everyone should know about this.
2) Hellopeter has a limit on the amount of letters used and I couldn't post the whole thing.
3) getclosure said MTN might contact me within a month and that is not good enough.
I’ve been a contract customer of MTN since Dec 2007, and I’ve never had any problems with MTN. But now I’ve got two.
My first complaint is this:
In December I was sent an invoice for R 149.00 but an amount of R 257.00 was deducted from my bank account. I phoned the MTN customer help line and was told the invoice could be resent for R 17.50
Now normally I’m not a fussy payer, but this went against my grain. Why pay for an invoice that should have been sent for free, in particular for a simple piece of paper that along with postage could not possibly have cost R 17.50 to send again. I refused to pay and they refused to send the invoice.
I left it there and assumed this would be a once off bump in the otherwise very smooth road I’ve had with MTN, but no.
Last month (January) the same thing happened. This time, I received an invoice for R92.00. Very confusing as my contract has been R 149.00 since I got it. But my bank account was once again deducted with a different amount, R292.01.
I phoned the MTN customer help line and was told that once again I have to pay R 17.50 for the invoice and I asked once again, WHY. The fellow looked on his system what happened and it seems my invoice is going to my email address. Only I’ve never asked for this option nor had I received any Invoice from MTN on my email address and there is no option to reverse this.
I asked the guy to resend the invoice and I was told it costs R 17.50.
R17.50 to send an email, I’ve never been so shocked in my life.
I’ve also had a look in my spam folder for any email from MTN, nothing. It would have been sent on the 10th, 3 days ago and my spam folder deletes spam emails every 30 days not every day. I’ve also done a search on my mail server for any invoice from MTN, nothing.
So MTN are adamant that an invoice has been sent, I can’t find it and without it I cannot be sure what has been going on with my account and the extra charges being deducted from my bank account.
For all I know one of MTN’s employees is working towards his “retirement fund”.
My second complaint is this:
I’ve had a top-up contract with MTN that expired in December 2011. On this account I had roughly R 290 airtime that I can use for whatever. But because I’ve asked that account to be migrated from contract to prepaid I will lose all airtime. I’ve phoned MTN customer service and asked what I can do to keep some of the airtime and I was told I could do a me2u airtime transfer from my that cellphone to my new top-up contract.
It all worked great, R 200 was deducted from my airtime balance and the next day the migration was complete, R 200 was sent to my new contract and all I’ve lost is the R 90 some rand that wasn’t transferred. But when I’ve called MTN customer service because of the invoice hassles mentioned above, they said something about a R 200 on the invoice because of a me2u transfer.
I’m done trying to explain to the MTN customer service department about why they can’t charge me another R 200. I’ve tried to explain this twice to MTN to no avail. If I’m the one that is wrong about this then I’m sorry, but just listen to this and tell me if I’m wrong or not.
I’ve had an airtime balance on one phone of R 290.00 that I then transferred to another phone. I then had R 90 left on the phone from where the transfer was made and over R 400 on the phone that received the transfer.
Are you with me so far? Let me make a simple table just in case you didn’t.
Cell 1 Cell 2
Airtime balance R 290 Airtime balance R 280
Sent R 200 me2u airtime transfer Received R 200 me2u airtime transfer
Airtime balance R 90 Airtime balance R 480
So please explain to me why another R 200 is on my invoice as a me2u transfer. I’m not sure that it is on my invoice as I don’t have one for the full amount thank you very much.
If there is no significant explanation or a satisfactory answer from MTN on this matter before the 20th, YOU WON’T GET ANOTHER CENT FROM ME. EVEN IF I HAVE TO CLOSE MY BANK ACCOUNT IN ORDER TO DO IT.
You might think this is a bit much over only R 17.50 or R 35 for both months, but it’s not about how much I have to pay in order to get the invoices, it’s about why I must pay at all. If I didn’t get the first invoice whose fault is that? I can understand if I want you to mail me previous invoices that I might have lost or whatnot, but I have never received these.
If, for example, you buy a product from me or even lease it for 24 months, I’ll send you an invoice for free, and if you didn’t receive the first one, I’ll sure as hell not charge you for the second one, whether its normal mail or email, especially email, since it takes about five seconds to email it.
It’s understandable if someone makes a habit out of it that it will cost you money, but I’m asking for my first two in five years and the only reason I'm doing it is you haven’t done it in the first place.
After you have read this, I hope you respect, understand and appreciate the immense urge that I've resisted in cursing MTN till the next millennium. I also hope that somehow, somewhere I am wasting someone at MTN's time just like my time is being wasted typing this in order to get the service I should have gotten the first time I phone their customer service but due to useless customer service I have to instead type a little letter to various complaint forums in order to get any kind of help. Now is that pathetic or what.
I've first submitted this at www.hellopeter.com but they have a restriction on the amount of letters that can be used and I couldn't express my fuming furious outraged and annoyed grief to its full. MTN, I hope you appreciate it. And please don't charge me for it. You seem to charge for everything else.
Oh, and don't forget to send me those invoices.
The reason i'm doing it here as well is:
1) Everyone should know about this.
2) Hellopeter has a limit on the amount of letters used and I couldn't post the whole thing.
3) getclosure said MTN might contact me within a month and that is not good enough.
I’ve been a contract customer of MTN since Dec 2007, and I’ve never had any problems with MTN. But now I’ve got two.
My first complaint is this:
In December I was sent an invoice for R 149.00 but an amount of R 257.00 was deducted from my bank account. I phoned the MTN customer help line and was told the invoice could be resent for R 17.50
Now normally I’m not a fussy payer, but this went against my grain. Why pay for an invoice that should have been sent for free, in particular for a simple piece of paper that along with postage could not possibly have cost R 17.50 to send again. I refused to pay and they refused to send the invoice.
I left it there and assumed this would be a once off bump in the otherwise very smooth road I’ve had with MTN, but no.
Last month (January) the same thing happened. This time, I received an invoice for R92.00. Very confusing as my contract has been R 149.00 since I got it. But my bank account was once again deducted with a different amount, R292.01.
I phoned the MTN customer help line and was told that once again I have to pay R 17.50 for the invoice and I asked once again, WHY. The fellow looked on his system what happened and it seems my invoice is going to my email address. Only I’ve never asked for this option nor had I received any Invoice from MTN on my email address and there is no option to reverse this.
I asked the guy to resend the invoice and I was told it costs R 17.50.
R17.50 to send an email, I’ve never been so shocked in my life.
I’ve also had a look in my spam folder for any email from MTN, nothing. It would have been sent on the 10th, 3 days ago and my spam folder deletes spam emails every 30 days not every day. I’ve also done a search on my mail server for any invoice from MTN, nothing.
So MTN are adamant that an invoice has been sent, I can’t find it and without it I cannot be sure what has been going on with my account and the extra charges being deducted from my bank account.
For all I know one of MTN’s employees is working towards his “retirement fund”.
My second complaint is this:
I’ve had a top-up contract with MTN that expired in December 2011. On this account I had roughly R 290 airtime that I can use for whatever. But because I’ve asked that account to be migrated from contract to prepaid I will lose all airtime. I’ve phoned MTN customer service and asked what I can do to keep some of the airtime and I was told I could do a me2u airtime transfer from my that cellphone to my new top-up contract.
It all worked great, R 200 was deducted from my airtime balance and the next day the migration was complete, R 200 was sent to my new contract and all I’ve lost is the R 90 some rand that wasn’t transferred. But when I’ve called MTN customer service because of the invoice hassles mentioned above, they said something about a R 200 on the invoice because of a me2u transfer.
I’m done trying to explain to the MTN customer service department about why they can’t charge me another R 200. I’ve tried to explain this twice to MTN to no avail. If I’m the one that is wrong about this then I’m sorry, but just listen to this and tell me if I’m wrong or not.
I’ve had an airtime balance on one phone of R 290.00 that I then transferred to another phone. I then had R 90 left on the phone from where the transfer was made and over R 400 on the phone that received the transfer.
Are you with me so far? Let me make a simple table just in case you didn’t.
Cell 1 Cell 2
Airtime balance R 290 Airtime balance R 280
Sent R 200 me2u airtime transfer Received R 200 me2u airtime transfer
Airtime balance R 90 Airtime balance R 480
So please explain to me why another R 200 is on my invoice as a me2u transfer. I’m not sure that it is on my invoice as I don’t have one for the full amount thank you very much.
If there is no significant explanation or a satisfactory answer from MTN on this matter before the 20th, YOU WON’T GET ANOTHER CENT FROM ME. EVEN IF I HAVE TO CLOSE MY BANK ACCOUNT IN ORDER TO DO IT.
You might think this is a bit much over only R 17.50 or R 35 for both months, but it’s not about how much I have to pay in order to get the invoices, it’s about why I must pay at all. If I didn’t get the first invoice whose fault is that? I can understand if I want you to mail me previous invoices that I might have lost or whatnot, but I have never received these.
If, for example, you buy a product from me or even lease it for 24 months, I’ll send you an invoice for free, and if you didn’t receive the first one, I’ll sure as hell not charge you for the second one, whether its normal mail or email, especially email, since it takes about five seconds to email it.
It’s understandable if someone makes a habit out of it that it will cost you money, but I’m asking for my first two in five years and the only reason I'm doing it is you haven’t done it in the first place.
After you have read this, I hope you respect, understand and appreciate the immense urge that I've resisted in cursing MTN till the next millennium. I also hope that somehow, somewhere I am wasting someone at MTN's time just like my time is being wasted typing this in order to get the service I should have gotten the first time I phone their customer service but due to useless customer service I have to instead type a little letter to various complaint forums in order to get any kind of help. Now is that pathetic or what.
I've first submitted this at www.hellopeter.com but they have a restriction on the amount of letters that can be used and I couldn't express my fuming furious outraged and annoyed grief to its full. MTN, I hope you appreciate it. And please don't charge me for it. You seem to charge for everything else.
Oh, and don't forget to send me those invoices.
