Sign up with GoogleWe're laymen and not too proficient regarding technical issues.
A pensioned family member moved from a Telkom ADSL line, to pre-paid mobile broadband data, to a 24 month data contract through MTN Hyde Park (in November '14, using an existing Huawei 3G WiFi dongle).
Previous average data consumption was said to be well under 1GB/month but, due to an ill family member and ultimately bereavement just prior to entering into the MTN contract (foreseen increase in Skype), the additional 1GB proposed by MTN to a total R99pm was quickly agreed to. However, no Skype calls were undertaken during the period from inception and the first invoice. MTN's data contract was entered into for 24 * 2GB @ R99/month. The subject of a data 'cap' wasn't raised.
1st monthly bill: R1,022.79! When queried with...
store staff and management, ...
the MTN call centre, and ultimately, ...
after a drive to MTN's head office...
all that MTN could tender to substantiate this was a meaningless list of hundreds/thousands of URL's visited and more disclaimers. This after an email from MTN stating that out of bundle charges amounted to over 3GB @ 25c/MB!
Options available at that juncture: (a) continue with MTN and receive a R300ish goodwill credit, OR (b) pay a penalty to exit contract.
Without any further reasonable guidance, and on the worst case assumption that 3GB plus of OS / Office / anti-virus updates must have been required (on an ever-auto-updated 6 month old MS laptop), the former option was conceded to during Jan'15. I.e. the MTN contract continues - but on the AGREED PROVISOS that a. the debit order be removed in lieu of EFTs on presentation of invoices, and b. a data cap be affected if 2GB limit was reached.
2nd monthly bill: R150.30! Deducted by debit order when already paid by EFT! (There was an extended Skype call during the deceased's memorial gathering).
Said 'bill' is only a one page statement with even more disclaimers received my email, prompting one to register on a website for billing details. The website doesn't work so the details aren't available.
All of the foregoing is accurately recorded with MTN references (logged calls, etc.).
Does one just has to go through the same cycle of complaining and reporting - to no avail whilst your (pensioner) bank balance reduces and MTNs' earnings sky rocket?
What recourse is available please? Does the CPA cover this person?
A pensioned family member moved from a Telkom ADSL line, to pre-paid mobile broadband data, to a 24 month data contract through MTN Hyde Park (in November '14, using an existing Huawei 3G WiFi dongle).
Previous average data consumption was said to be well under 1GB/month but, due to an ill family member and ultimately bereavement just prior to entering into the MTN contract (foreseen increase in Skype), the additional 1GB proposed by MTN to a total R99pm was quickly agreed to. However, no Skype calls were undertaken during the period from inception and the first invoice. MTN's data contract was entered into for 24 * 2GB @ R99/month. The subject of a data 'cap' wasn't raised.
1st monthly bill: R1,022.79! When queried with...
store staff and management, ...
the MTN call centre, and ultimately, ...
after a drive to MTN's head office...
all that MTN could tender to substantiate this was a meaningless list of hundreds/thousands of URL's visited and more disclaimers. This after an email from MTN stating that out of bundle charges amounted to over 3GB @ 25c/MB!
Options available at that juncture: (a) continue with MTN and receive a R300ish goodwill credit, OR (b) pay a penalty to exit contract.
Without any further reasonable guidance, and on the worst case assumption that 3GB plus of OS / Office / anti-virus updates must have been required (on an ever-auto-updated 6 month old MS laptop), the former option was conceded to during Jan'15. I.e. the MTN contract continues - but on the AGREED PROVISOS that a. the debit order be removed in lieu of EFTs on presentation of invoices, and b. a data cap be affected if 2GB limit was reached.
2nd monthly bill: R150.30! Deducted by debit order when already paid by EFT! (There was an extended Skype call during the deceased's memorial gathering).
Said 'bill' is only a one page statement with even more disclaimers received my email, prompting one to register on a website for billing details. The website doesn't work so the details aren't available.
All of the foregoing is accurately recorded with MTN references (logged calls, etc.).
Does one just has to go through the same cycle of complaining and reporting - to no avail whilst your (pensioner) bank balance reduces and MTNs' earnings sky rocket?
What recourse is available please? Does the CPA cover this person?
