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Question of the Day: How do you normally pay for purchases in stores?
MTNSP Broadband Is Here To Help.
- Thread starter MTN SP (CIC)
- Start date
Someones got to keep em honest! Not bashing though, just keeping things factual, minus marketing blurb...Why can't MTNSP charge me correctly?
I have been using GPRS with MTNSP since june - I use it infrequently, so I don't have a bundle - it is supposed to work out cheaper just paying R2 a meg.
But since June I have been getting incorrect bills. I am being charged around R22 (before VAT) per Meg. Every time I complain, have to put up with a badly trained call centre employee to log the query (I was even told once that it was because of the duration of my connection that I was being charged a higher price). It takes them more than the month between billing and debit order to correct the problem, so the incorrect amount is taken from my bank account.
This month, the charge is R1600. It is supposed to be R160. This is ridiculous that they can't bill correctly 5 months after the first time that I told them about the problem.
When number portability comes out, MTNSP has lost me to Vodacom, that morning.
I have been using GPRS with MTNSP since june - I use it infrequently, so I don't have a bundle - it is supposed to work out cheaper just paying R2 a meg.
But since June I have been getting incorrect bills. I am being charged around R22 (before VAT) per Meg. Every time I complain, have to put up with a badly trained call centre employee to log the query (I was even told once that it was because of the duration of my connection that I was being charged a higher price). It takes them more than the month between billing and debit order to correct the problem, so the incorrect amount is taken from my bank account.
This month, the charge is R1600. It is supposed to be R160. This is ridiculous that they can't bill correctly 5 months after the first time that I told them about the problem.
When number portability comes out, MTNSP has lost me to Vodacom, that morning.
RayBar
Member
Now you're talking. When is this going to happen? Perhaps MTNSP can tell usQD007 said:
murray654
Senior Member
Prepaid is better
My previous post mentions that I was off to Vodacom... but I am still with MTN: 300 metres from here (in my sleeping quarters), I can manage 70kb/s on Vodacom, but not here in the office
MTN has a stronger signal here, so I will be here to stay.
On a positive note: since 11th October GPRS has saved us R1400 off our ISDN bill. Thanks MTN, for freeing us from the tyrany of Telkom. 42.5kbs on MTN is better than 64kbs on ISDN (at these prices)
Best regards,
Thats 1 reason to use prepaid for data.QD007 said:
My previous post mentions that I was off to Vodacom... but I am still with MTN: 300 metres from here (in my sleeping quarters), I can manage 70kb/s on Vodacom, but not here in the office
MTN has a stronger signal here, so I will be here to stay.On a positive note: since 11th October GPRS has saved us R1400 off our ISDN bill. Thanks MTN, for freeing us from the tyrany of Telkom. 42.5kbs on MTN is better than 64kbs on ISDN (at these prices)
Best regards,
ajax
Executive Member
QD007 said:
MTNSP Broadband, please respond to this post. QD's post is a good reason not to sign a contract, especially for data, with MTN (?)
Have a look at the Vodacom3G forum, you will see the representative there answered questions in about 6 different threads SUNDAY NIGHT at about 23h00. With respect to your service, or MTN for that matter, there is a lot of room for improvement here...
RayBar
Member
That was on 21/10/2005. The original question was asked 6 months ago.jpretorius said:
Still no answers from anyone including MTNSP our new puppy on the block.
We get vague references to a 350 Mb bundle for R220 but nobody from MTN has confirmed, even though it is supposed to be available from tomorrow.
MTN is a case study in how not treat customers.
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Ridiculous
An update for everyone.
I just got a response from MTNSP billing - they said that I am on a package that is no longer offered (Anytime off-peak) and as such, I am charged R25 per Meg. The strange thing is that I have in my hand a brochure of theirs saying that out-of-bundle on a contract account is charged at R2 a Meg, with no specification of which contracts...
Unfortunately it was a voicemail, so I haven't been able to express my disgust at this ridiculous answer.
Of course, the voicemail also said that I should go to my nearest MTNSP shop and sign a new contract on a new package, and then it will work. But this of course means that I will be bonded into MTNSP slavery for another two years...
An update for everyone.
I just got a response from MTNSP billing - they said that I am on a package that is no longer offered (Anytime off-peak) and as such, I am charged R25 per Meg. The strange thing is that I have in my hand a brochure of theirs saying that out-of-bundle on a contract account is charged at R2 a Meg, with no specification of which contracts...
Unfortunately it was a voicemail, so I haven't been able to express my disgust at this ridiculous answer.
Of course, the voicemail also said that I should go to my nearest MTNSP shop and sign a new contract on a new package, and then it will work. But this of course means that I will be bonded into MTNSP slavery for another two years...
Current rates I found:
http://www.mtn.co.za/default.aspx?pid=11468
This links to the GPRS data rates page and has info on the new 350mb package as well.
Edit: I found the following in terms and conditions - http://www.mtn.co.za/default.aspx?pid=232088 (this has been posted before):
MTN legacy price plans (price plans no longer marketed by MTN) will be billed for packet switched data usage at R25.00 (VAT inclusive) per megabyte. As of 11 April 2004 existing GPRS data bundles were removed from these price plans, and subsequently they cannot load any of the new data bundles.
Edit: I removed some info about VOIP. My mistake, I did not check properly.
http://www.mtn.co.za/default.aspx?pid=11468
This links to the GPRS data rates page and has info on the new 350mb package as well.
Edit: I found the following in terms and conditions - http://www.mtn.co.za/default.aspx?pid=232088 (this has been posted before):
MTN legacy price plans (price plans no longer marketed by MTN) will be billed for packet switched data usage at R25.00 (VAT inclusive) per megabyte. As of 11 April 2004 existing GPRS data bundles were removed from these price plans, and subsequently they cannot load any of the new data bundles.
Edit: I removed some info about VOIP. My mistake, I did not check properly.
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murray654
Senior Member
but how do you load it... it is missing from the 555 menu.Cube said:
I complained on hellopeter.com. I must say, MTNSP there really helped me. I am even considering staying with them... now that I know where I can get help from!
The response:
Dear sir,
I have looked at this matter with the following findings. Indeed you are charged @ R25/MB as our new reduced data rates do not apply to old legacy price plans. There was a communication sent out in April this year to all the Service Provider to migrate all legacy price plan clients to current price plans so that they will be automatically benefiting by the new R2/MB tariff.
This has obviously missed some clients and has resulted in the below scenario. GPRS charges were credited to your account in June but the package was never corrected. I suggest we do the following to rectify.
1. We recalculate GPRS charges @ R2/MB on invoices dated 7 July – 7 November, and credit your account with the difference. We will have to wait until the 9 November with this though as the October invoice is billed on the 7 November and we can see the itemized charges a day or two later. The credit will still effect before the debit order extraction at month end.
2. We migrate your package to the MyCall 100 (R129.00 per month, 85 off peak, 15 peak mins and 15 SMS free per month). The minute the package is on a current tariff plan the new charges will apply automatically.
3. You can also then renew your contract and get a free phone.
At least someone from MTNSP knows about customer service!
The response:
Dear sir,
I have looked at this matter with the following findings. Indeed you are charged @ R25/MB as our new reduced data rates do not apply to old legacy price plans. There was a communication sent out in April this year to all the Service Provider to migrate all legacy price plan clients to current price plans so that they will be automatically benefiting by the new R2/MB tariff.
This has obviously missed some clients and has resulted in the below scenario. GPRS charges were credited to your account in June but the package was never corrected. I suggest we do the following to rectify.
1. We recalculate GPRS charges @ R2/MB on invoices dated 7 July – 7 November, and credit your account with the difference. We will have to wait until the 9 November with this though as the October invoice is billed on the 7 November and we can see the itemized charges a day or two later. The credit will still effect before the debit order extraction at month end.
2. We migrate your package to the MyCall 100 (R129.00 per month, 85 off peak, 15 peak mins and 15 SMS free per month). The minute the package is on a current tariff plan the new charges will apply automatically.
3. You can also then renew your contract and get a free phone.
At least someone from MTNSP knows about customer service!
ajax
Executive Member
Mods, can we rename this topic to MTNSP Broadband is NOT here to help?
MTNSP broadband:
You used to be able to find minimal EDGE info on the MTN website (but only under 'business!). There is now no mention of EDGE whatsoever. There are NO data tariff plans whatsoever listed. My cellphone battery runs out before anybody answers 555. So I tried enquiring at an MTN shop. This is what I was told:-
1) You can get a free 3G/GPRS card with a R75 Mychoice contract giving 100MB data.
3) To get a 3G/EDGE/GPRS card instead you must pay R500 but is a 'Novell' card not a Sierra card (of which they have no knowledge).
Is this correct? Where can I find out accurate information with less than a 1-hour wait for somebody to answer the phone?
You used to be able to find minimal EDGE info on the MTN website (but only under 'business!). There is now no mention of EDGE whatsoever. There are NO data tariff plans whatsoever listed. My cellphone battery runs out before anybody answers 555. So I tried enquiring at an MTN shop. This is what I was told:-
1) You can get a free 3G/GPRS card with a R75 Mychoice contract giving 100MB data.
3) To get a 3G/EDGE/GPRS card instead you must pay R500 but is a 'Novell' card not a Sierra card (of which they have no knowledge).
Is this correct? Where can I find out accurate information with less than a 1-hour wait for somebody to answer the phone?
Piesang
Executive Member
Let's see.
Correct information?? Not MTN SP Call Centre
Short Waiting time?? Not MTN SP Call Centre
I found out. If you are on these forums you will get more information from the members than at the Service Providers themself.
I phoned this morning to find out if the Jasjar is available. The first person I spoke to said, "No, it's not available yet but the K-Jam is." The second time I called the person said: "What, the Jam?" Then the third time I called the person said: "Hallo" Then I got cut off.
I don't even want to know what's going to happen when I call again.
I don't mind to wait 10 or 15 minutes for someone to pick up the phone because I know they are busy. But if I wait 10 - 15 minutes and the person who picks up the phone doesn't have a clue what I'm talking about, that is enought to get a heart attack.
Correct information?? Not MTN SP Call Centre
Short Waiting time?? Not MTN SP Call Centre
I found out. If you are on these forums you will get more information from the members than at the Service Providers themself.
I phoned this morning to find out if the Jasjar is available. The first person I spoke to said, "No, it's not available yet but the K-Jam is." The second time I called the person said: "What, the Jam?" Then the third time I called the person said: "Hallo" Then I got cut off.
I don't even want to know what's going to happen when I call again.
I don't mind to wait 10 or 15 minutes for someone to pick up the phone because I know they are busy. But if I wait 10 - 15 minutes and the person who picks up the phone doesn't have a clue what I'm talking about, that is enought to get a heart attack.
AK65
Well-Known Member
Correction
Any MTN help number, people always answer 'yello'. Somehow their management thinks its cool. I think its pathetic. And they always sound really uncomfortable saying it.
Do you know there's a procall 150 package out? With persecond billing from the first second? Think you'll get that from MTN's website? Think again.
I agree the MTN website is pathetic. And very yellow.
Any MTN help number, people always answer 'yello'. Somehow their management thinks its cool. I think its pathetic. And they always sound really uncomfortable saying it.
Do you know there's a procall 150 package out? With persecond billing from the first second? Think you'll get that from MTN's website? Think again.
I agree the MTN website is pathetic. And very yellow.
Lets see if MTNSP BB can help (probably not...)
My experience with an MTN insurance claim:
I recently lost my phone, and got my claim to redeem a Nokia 9500 approved.
But, now that the jasjar is available, I enquired what it would cost to pay the difference and redeem a jasjar instead.
- 1st call was to MTN insurance. They reckoned about R6400 (The difference between the jasjar retail price of R13900 and Nokia replacement value of R7000). Incidently Leaf qouted me R9000 for the jasjar, which is also where MTN get the phone from
- 2nd call was to MTNSP (808), they qouted me about R5000
- 3rd call was to MTN service centre (Morningside), they qouted me about R4000
- 4th call was again MTN service centre (Morningside), they didnt know
Obviously the above ignores all the lost calls, transfers to an average of 3 people during each call, etc etc
But I'm going to persist. I reckon if i continue phoning them, I may actually get nice price
Well Done MTN, phenomenal service!!!
My experience with an MTN insurance claim:
I recently lost my phone, and got my claim to redeem a Nokia 9500 approved.
But, now that the jasjar is available, I enquired what it would cost to pay the difference and redeem a jasjar instead.
- 1st call was to MTN insurance. They reckoned about R6400 (The difference between the jasjar retail price of R13900 and Nokia replacement value of R7000). Incidently Leaf qouted me R9000 for the jasjar, which is also where MTN get the phone from
- 2nd call was to MTNSP (808), they qouted me about R5000
- 3rd call was to MTN service centre (Morningside), they qouted me about R4000
- 4th call was again MTN service centre (Morningside), they didnt know
Obviously the above ignores all the lost calls, transfers to an average of 3 people during each call, etc etc
But I'm going to persist. I reckon if i continue phoning them, I may actually get nice price
Well Done MTN, phenomenal service!!!
Just make sure you get proof of the price that you decide on. I would like to know how much further down they will go with it... 
Maybe you should try and record the calls. Hold them to it, coz chances are the price quoted per phone won't be close to the price quoted on paper, even from the same guy.
All things said, at least MTNSP BB is very polite. Have you noticed he / she always says thank you
Thank you
Maybe you should try and record the calls. Hold them to it, coz chances are the price quoted per phone won't be close to the price quoted on paper, even from the same guy.
All things said, at least MTNSP BB is very polite. Have you noticed he / she always says thank you
Thank you
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Piesang
Executive Member
Maybe we should start a thread with everyone complaints. Just complaints. Nothing else.
Make it something like: Your worst experience with MTN.
Make it something like: Your worst experience with MTN.