MTN Data Bundle Reporting (Formal complaint to ICASA)

[xrapidx]

Hi Guys

I am going to submit a formal complaint to ICASA, and the relevant consumer protection bodies today with regards to the issue of MTN not providing us with an accurate representation of our data bundle’s usage.

This complaint stems from what I deem to be the illegal practice of providing us with inaccurate information pertaining to our purchased bundle’s remaining bandwidth allocation, when we use this remaining bandwidth, we get charged for it because their systems gave us an incorrect balance, sometimes up to, and over ,48 hours old. The services described are MTN Active, *162*<password># and 16202.

To me, this is a money making scheme, they make you believe you have available bandwidth, and when you use said bandwidth, they charge you their outrageous rates for it. The fact being you never had remaining bandwidth, but were given the impression by MTN that you do. This sort of inaccurate reporting should be for MTN’s account, and not that of the consumer.

There are simple solutions to this issue which MTN choose not to implement, a few that come to mind are:
1.) Bandwidth roll-over, therefore you won't be pressurised into using or loosing.
2.) A simple process of sending you an SMS when you have reached your limit, and are switching over to out-of-bundle data. I'd even pay the 60c for the SMS.
3.) Locking your data usage until you accept that you are going to be using out-of-bundle data.
4.) Accurate reporting by the described services.

If anyone is interested in assisting with this, could you please provide me (via PM) with a contact number and email address which I can submit with the complaint to the relevant bodies. Feel free to post your thoughts on this matter by reply to this thread.

Thanks

 

[Pitbull]

Hi Guys

I am going to submit a formal complaint to ICASA, and the relevant consumer protection bodies today with regards to the issue of MTN not providing us with an accurate representation of our data bundle’s usage.

This complaint stems from what I deem to be the illegal practice of providing us with inaccurate information pertaining to our purchased bundle’s remaining bandwidth allocation, when we use this remaining bandwidth, we get charged for it because their systems gave us an incorrect balance, sometimes up to, and over ,48 hours old. The services described are MTN Active, *162*<password># and 16202.

To me, this is a money making scheme, they make you believe you have available bandwidth, and when you use said bandwidth, they charge you their outrageous rates for it. The fact being you never had remaining bandwidth, but were given the impression by MTN that you do. This sort of inaccurate reporting should be for MTN’s account, and not that of the consumer.

There are simple solutions to this issue which MTN choose not to implement, a few that come to mind are:
1.) Bandwidth roll-over, therefore you won't be pressurised into using or loosing.
2.) A simple process of sending you an SMS when you have reached your limit, and are switching over to out-of-bundle data. I'd even pay the 60c for the SMS.
3.) Locking your data usage until you accept that you are going to be using out-of-bundle data.
4.) Accurate reporting by the described services.

If anyone is interested in assisting with this, could you please provide me (via PM) with a contact number and email address which I can submit with the complaint to the relevant bodies. Feel free to post your thoughts on this matter by reply to this thread.

Thanks

Have you tried using

Connection logger 1.60 ?

 

[SYNERGY]

True Pitbull but thats not the point.
What if its a non symbian phone? (I'm assuming thats symbian software)
Also the software is shareware

 

[xrapidx]

Thats irrelevant... I reset the counter on my cellphone and according to that I had used 1.97GB for the account run dates. If I disputed using that as my base, MTN would say my records are inaccurate, and that I must rely on theirs, even though theirs are inaccurate and out-dated.

I will take this further, and will quite happily pay legal fees which will be claimed back from MTN should the case be found in my favour. Should MTN drag it out over an extended period, I will quite happily sue for loss of income for time consumed.

 

[Pitbull]

True Pitbull but thats not the point.
What if its a non symbian phone? (I'm assuming thats symbian software)
Also the software is shareware

I agree with you.

The fact is this.

You're allocated a set bundle for a month period. You use the set allocation in the month. If you exceed it you pay out of bundle fee correct ?

All I'm saying is that it's very very very easy to do small things that will enable you to monitor it live. We're all aware that the 16202 etc. is not live. MTN has never denied it. Fact is that if you want to monitor your usage live. There is the solution.

About the symbian phone thingy.

It's a windows application. So it monitors your traffic in and out on your desktop

 

[The_Unbeliever]

And another point - how many customers would know about this logger - as well as the issues being raised in the first post?

 

[xrapidx]

Ok... So... I just said I monitored my bandwidth, used 1.97GB according to the bandwidth monitor on my phone.

According to this, I'm within my allocated usage... do I get a refund now? Considering I have done exactly as you have suggested.

 

[Skeptik]

Pitbull, I'm surprised you are even arguing about it. On prepaid it is apallingly bad and MTN just disconnects you now when they THINK your time is depleted, even when it is NOT. This is a recent change. Admit that or not??

Simply undo this nefarious change and we will all be more relaxed and sing the praises of a faster more efficient service. If MTN continues to ignore the likes of me or fail to call back EVER, then they should expect some court time and the negative publicity that entail.

 

[Pitbull]

Ok... So... I just said I monitored my bandwidth, used 1.97GB according to the bandwidth monitor on my phone.

According to this, I'm within my allocated usage... do I get a refund now? Considering I have done exactly as you have suggested.

Would you be able to prove it to me ?

period: 20/09/2007 - 20/10/2007

If so I can have a look and take it from there.

As it stands, your exceeded the bundle and was billed accordingly

 

[Pitbull]

Pitbull, I'm surprised you are even arguing about it. On prepaid it is apallingly bad and MTN just disconnects you now when they THINK your time is depleted, even when it is NOT. This is a recent change. Admit that or not??

Simply undo this nefarious change and we will all be more relaxed and sing the praises of a faster more efficient service. If MTN continues to ignore the likes of me or fail to call back EVER, then they should expect some court time and the negative publicity that entail.

I'm not arguing I'm trying to find solutions for your problem you're mentioning.

This Pre-paid you're talking about, is it the same pre-paid that lets consumers stay connected way over their allocated bundle (Till disconnection) ?
If so then I fail to see what you're saying. As there is another thread about that also.

 

[xrapidx]

Would you be able to prove it to me ?

There you just proved my point above. How am I supposed to prove it? Take a video of when I reset it.

As it stands, your exceeded the bundle and was billed accordingly

As it stands, according to MTN's services when I checked on the 21st on MTN Active, I still had not depletted my bundle. Suddenly when I get a bill its depleted.

You want to know what the joke is, you guys know there's a problem, if you didn't, you wouldn't have refunded some of the money you attempted to rip me off with.

The amuseing thing is, how many people don't notice the additional charge (in my case R200.xx), and MTN happily takes their money. In essence, theft.

 

[xrapidx]

MTN's attitude is summed up easily as follows:

We, MTN, know we have a problem with providing our services properly, but you, our customers will be responsible for these failures.

I mean I can't even get a simple answer out of MTN with regards to the amount they're going to attempt to deduct from my account on the 7th of next month. And until such a time that I do, the payment will remain blocked. They can block my number after that, I'll deduct that months premium.

 

[Pitbull]

There you, you just proved my point above. How am I supposed to prove it? Take a video of when I reset it.




As it stands, according to MTN's services when I checked on the 21st on MTN Active, I still had not depletted my bundle. Suddenly when I get a bill its depleted.

You want to know what the joke is, you guys know there's a problem, if you didn't, you wouldn't have refunded some of the money you attempted to rip me off with.

The amuseing thing is, how many people don't notice the additional charge (in my case R200.xx), and MTN happily takes their money. In essence, theft.

I'm refunding you for the one connection charged in error during your month cycle.

The facts of your complaint is this.

You used more that 2GB. In the middle of your bill cycle you where charged in error for one connection.

I took the total usage for the month, subtracted the 2048MB and billed you the difference. You exceeded the allocated 2GB and is liable for the out of bundle charges.

I fail to see how this is so hard to understand.

You are raising valid points. However the fact that you exceeded your allocation doesn't change. From a billing point I can refund only what is due, and that is what I have done.

As for the points you mentioned I have given you a resolution. Use it/Don't use it. I'm trying to help.

Shoot me for trying.

 

[xrapidx]

Firstly, you still haven't told me what will be deducted from my account on the 7th? Is this question to difficult? If it is 1 315.64, are MTN going to provide me with interest on R200.xx?

Secondly, If I put in 60L of petrol in my car's tank, and the fuel gauge says I have 20L left, I have 20L left... When I get to the petrol station, they don't charge me extra cause I used 5L more than 60L... do they? Why, because my fuel gauge works.

I'm not disputing I used more than 2GB... I'm disputing the fact that you guys said I had bandwidth to use, which I didn't.

 

[xrapidx]

As for the points you mentioned I have given you a resolution. Use it/Don't use it. I'm trying to help.

What resolution? Use a bandwidth monitor? Thats not a resolution. Thats MTN shifting the responsibility, and when this is disputed, you then want prove.

res·o·lu·tion [ rèzzə lsh'n ] (plural res·o·lu·tions)


noun

Definition:

1. process of resolving: the process of resolving something such as a problem or dispute

As we stand, nothing is resolved.

 

[Pitbull]

What resolution? Use a bandwidth monitor? Thats not a resolution. Thats MTN shifting the responsibility, and when this is disputed, you then want prove.



As we stand, nothing is resolved.

xrapidx

Pls don't turn this into a personal issue.

I tried to help. You don't like the help I'm providing. Appart from that it's out of my hands. I have helped plenty of people on here and they have been gratefull how ever small or petty it was.

The reason we want proof is for the simple fact that we have proof that you used more than 2GB. I'm sorry I can't meet your high level of service that you require. I am trying my best.

My job is to pass credits that is due. nothing more than the R 200.47 is due to you.

I know you won't find this in order, as I have repeated myself plenty of times today.

You want a credit that is not due. It's not gona happen.

For everyone else, use the connection logger. I do daily. It's just my personal advice. I find it to be 100% accurate and you can print monthly reports on it. Very nice little programe. Well worth $15.00

 

[Skeptik]

I'm not arguing I'm trying to find solutions for your problem you're mentioning.

This Pre-paid you're talking about, is it the same pre-paid that lets consumers stay connected way over their allocated bundle (Till disconnection) ?
If so then I fail to see what you're saying. As there is another thread about that also.

You are arguing - though not very well or from a solid base. In fact I must say, you are reflecting very well the attitude of MTN .. read into that what you will

Prepaid has changed. It gives you nothing extra. In fact it is a complete mess because it disconnects you before your time is up and then shows a nil balance until an hour or more later when you suddenly get a few rand in your account. Then you use that until it disconnects and says you have nil. Then you check again and you have a little left. How stupid is that?!

If contract is using the same system ... then I'll make it simple. It's stuffed. Fix it.
{We need to band together here and write a joint letter. MTN is just not listening. Bad doggy, wack! Owww..owwww..owwoooo }

 

[xrapidx]

Where am I making this personal?

If you're doing your best, you would have answered the age old question, which has now been asked quite a few times, what does MTN intend on deducintg from my acount on the 7th?

Yes, I'm aware you're ONLY passing credit of R200.47, you've repeated that multiple times. Except thats not what I asked, I asked, what does MTN intend on debiting from my account on the 7th, and if they do intend taking R1 315.64 on the 7th, are they going to provide me with credit card interest rates on the R200.47, which isn't theirs?

 

[xrapidx]

{We need to band together here and write a joint letter. MTN is just not listening. Bad doggy, wack! Owww..owwww..owwoooo }

You're right... I was with Vodacom and Virgin, left for virtually the same reasons, MTN is where I ended up, and since I'm now bound by a two year contract, I will stand my ground. According to MTN, bad service is our fault.

 

[xrapidx]

You want a credit that is not due. It's not gona happen.

We'll see about that.... I'm leaving that up to ICASA, and lawyers if necessary.