MWeb - MTN Wireless Broadband billing double

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MWebBroadbandUser

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I finally got broadband 3 months ago as MWeb had a 500Mb bundle on special for R200, but have been having troubles ever since.

I have upgraded to MWEB – MTN Wireless Broadband package from dialup. But since end November 2009 it seems MWEB had been billing me twice for my data. I have attached my data usage details as per MWeb’s site below with duplicates highlighted.

I have contacted MWeb on 6 December regarding the problem. The support person did have a look at my account and suggested that the problem is most probably spam or adware on my system. I have AVG Free antivirus which is up to date and did a full scan which did not find anything. I also do not receive much spam. As far as I know spam that is blocked by MWeb does not get downloaded, but I might be wrong?

I then escalated the problem and got feedback, the week that followed, that MWeb is looking into the problem and that they will get back to me asap.

I have not heard back from MWeb yet, but did get a nice R900 bill for seemingly going over my 500MB limit the end of December.

I presume that there must be something wrong with my PC (or my eyes). Or MWEB/MTN’s servers are having a bad case of Deja Vu. I don’t know yet but it is hurting my pocket and nothing seems to be happening.

Any help/feedback will greatly be appreciated.

Ps. I am used to dialup speeds and Yes, broadband is much faster, but is it possible to download 181.9MB in 3 seconds?

USAGE FOR: Thursday, November 26, 2009
Time Started Description Details Usage in MB
20:15:14 MTN Data 0.7 MB
20:15:17 MTN Data 0.7 MB
20:17:02 MTN Data 0 MB
20:19:33 MTN Data 181.9 MB
20:19:36 MTN Data 181.6 MB
21:42:09 MTN Data 0.1 MB
22:01:04 MTN Data 23.8 MB
22:01:20 MTN Data 23.8 MB
22:35:07 MTN Data 0 MB


USAGE FOR: Saturday, December 05, 2009
Time Started Description Details Usage in MB
23:39:15 MTN Data 5.7 MB
23:39:48 MTN Data 5.6 MB
Total 11.3 MB

USAGE FOR: Sunday, December 06, 2009
Time Started Description Details Usage in MB
00:00:56 MTN Data 0 MB
00:09:50 MTN Data 6.6 MB
00:10:00 MTN Data 6.6 MB
13:33:13 MTN Data 224.7 MB
13:33:28 MTN Data 224.7 MB
19:08:05 MTN Data 5.4 MB
19:08:08 MTN Data 5.3 MB
Total 473.3 MB

USAGE FOR: Thursday, December 10, 2009
Time Started Description Details Usage in MB
20:40:20 MTN Data 0 MB
20:40:20 MTN Data 0.4 MB
20:40:22 MTN Data 0.4 MB
Total 0.9 MB

USAGE FOR: Friday, December 11, 2009
Time Started Description Details Usage in MB
17:07:47 MTN Data 1.7 MB
17:07:50 MTN Data 1.7 MB
18:33:07 MTN Data 0.2 MB
18:33:09 MTN Data 0.2 MB
18:36:33 MTN Data 0 MB
22:42:44 MTN Data 3.7 MB
22:42:47 MTN Data 3.7 MB
22:48:52 MTN Data 0.1 MB
Total 11.2 MB

USAGE FOR: Thursday, December 24, 2009
Time Started Description Details Usage in MB
00:38:19 MTN Data 49 MB
00:38:51 MTN Data 48.8 MB
01:48:09 MTN Data 118.7 MB
01:48:54 MTN Data 118.4 MB
03:05:11 MTN Data 0 MB
03:11:15 MTN Data 0.1 MB
03:11:17 MTN Data 0 MB
03:11:21 MTN Data 0.1 MB
22:44:59 MTN Data 5.7 MB
22:45:03 MTN Data 5.6 MB
23:07:19 MTN Data 0 MB
23:41:22 MTN Data 12 MB
23:41:25 MTN Data 12 MB
23:49:30 MTN Data 0 MB
Total 370.5 MB

Sorry for the long post, but I don’t think that these figures are chance and the more data the better the correlation.

Once again any help/feedback will greatly be appreciated. :confused:
 
It will be no consolation to know you are not alone with MWeb-MTN billing problems, which have been notorious over the past six months. It's certainly the most problematic contract I have ever had, with at least four major billing hassles in a year.

What I find I now have to do is to take regular screenshots of my data status off the MWeb site, and keep these as proof, which I can then submit when things go wrong, as they so often have. It's particularly important to screenshot your status on the final day of your data cycle.

When it works (which is sporadic) the data counter is very useful, and even shows the recently-introduced data-rollover amount from the previous month -- though it seems that this rolled-over data is not accessed until you have used up the current month's standard contract data.

Good luck!
 
Terencek said:
What I find I now have to do is to take regular screenshots of my data status off the MWeb site, and keep these as proof, which I can then submit when things go wrong, as they so often have. It's particularly important to screenshot your status on the final day of your data cycle.

Good luck!
Click to expand...

This is nothing short of disgusting and unacceptable! My father is in the exact same boat. Why must the user now have to take intermittent screen grabs of their usage just to prove that something is wrong. MTN knows something is wrong and when you call, they argue, despite things like the OP's 181MB in 3 seconds. I have been very loyal to MTN for a very long time, partially because I was doing a lot of contract work for them.

That has now ended and my loyalty is waning fast. What action can one take? Will an ICASA complaint achieve anything? Perhaps I should just drop email to one or two of the execs whose addresses I have and (while I will probably be burning my bridges for future work) at least get some honesty and action out of them!
 
Thanks for the feedback. After having a looking at the rest of the forum and HelloPeter I figured that the problem is most definitely with MTN and that double billing is their new modus operandi. They probably had some 6 digit bonuses to pay execs in December?

But since I get billed by MWeb how do I get the problem resolved? I don’t even know what my modem/sim’s cell no is so it will no even help to phone MTN on 808.

One would think that because I work via MWeb that they would be able to filter out most of these problems. Or at least know that MTN data problem exist when a related query comes in and not give me the spam/adware BS.
 
Last edited:
You can't phone MTN, because Mweb is your service provider. MTN will not answer your calls they will redirect you to Mweb's helpline.

But almost 200MB of data in 3 seconds? That's impossible on even the fastest internet connections available to normal people.
 
I finally got broadband 3 months ago as MWeb had a 500Mb bundle on special for R200, but have been having troubles ever since.


Try Sainet. 500MB bundle for R149. No probs with them. Also work on MTN but the sim is provisioned to Sainet by MTN.
 
MWEBbRoadbanduser, Do not pay this account. If you do, you will not be refunded. Make a dossier of ALL posts here and on HelloPeter to do with over billing. I have and no MTN lawyer will be able to explain to the magistrate why your bill is correct. He will be totally confused.
MTN lawyers know this and will not take it to court.
Been there.
 
I have reversed the R900 debit order and will stop it until MWeb has resolved the problem.

I can not pay for the mistakes of MTN.

Thanks for the help.
 
marco said:
MWEBbRoadbanduser, Do not pay this account. If you do, you will not be refunded. Make a dossier of ALL posts here and on HelloPeter to do with over billing. I have and no MTN lawyer will be able to explain to the magistrate why your bill is correct. He will be totally confused.
MTN lawyers know this and will not take it to court.
Been there.
Click to expand...

seems like they dont care about what you're doing since in your other post they have said the matter is resolved. and chances are wont be answering any of your future calls :)

And it has been said MANY MANY MANY times, the contract you signed says you are liable for any amount on an invoice, and THEN you can lodge a complaint. Failure to pay, is failure to pay. after 90 days they can hand you over to ITC or other. Its unfortunate, but thats business. If they let you choose too many people would "choose" to just never pay and find something wrong on every invoice.

So before you run off on marco's statement just remember when you stop paying, you are liable for action from them.
 
MWEB/MTN has done it again.
I have not used my MTN Broadband at all this month (January) while waiting for MTN to get back on my initial problem. The MWEB online data usage counter correctly shows 0Mb used for January. But when I looked at my invoice for January, AYOBA! :wtf:, they are billing me R733.94 – R249 for my 500Mb inclusive bundle and then yet again another R485 for the 500MB ??? - Vat included.

Here is my invoice:

AIRTIME SUBSCRIPTION CHARGES: EDA Data 500MB R 218.42
GPRS USAGE CHARGES: EDA Data 500MB R 425.39
TOTAL (VAT excl.) R 643.81
VAT Amount R 90.13
TOTAL (VAT incl.) R 733.94

I have not even used 1Kb of the in bundle 500Mb how can they add another 500Mb ????

I have not contacted the MWEB call center yet, but will do so tomorrow. I do not have high hopes of getting it resolved soon. I am still waiting to get feedback from MWEB/MTN on my first problem given earlier in this thread already reported to MWEB early in December 09 - more than a month ago.

This is getting ridicules :mad: !!!!

Please stay away from MWEB/MTN package. This might happen to you too!!!

Just as a matter of completion, I will keep posting until resolution so that other might get an idea of how easy or not it is to get problems resolved through MWEB-MTN.
 
MWebBroadbandUser said:
I have reversed the R900 debit order and will stop it until MWeb has resolved the problem.

I can not pay for the mistakes of MTN.

Thanks for the help.
Click to expand...

I stopped payment on MTN do's 4 months in a row last year. Eventually cancelled DO. What I cannot understand until this day is HOW can you have "unused" carried over bundle usage from the previous month AND be billed R4500 out of bundle charges on the SAME 2Gb-bundle account?
 
I got a sms from MTN today saying.

"Mtn is aware of duplicate GPRS records billed during Nov and December 2009. The problem has now been rectified and a full credit for the in and out bundle value will be issued to you via your service provider. Mtn apologises for the inconvenience"

NOW WHAT ABOUT THE PREVIOUS SCREW UPS MTN.

Our contracts are ending soon Goodbye MTN.
 
rurapente said:
seems like they dont care about what you're doing since in your other post they have said the matter is resolved. and chances are wont be answering any of your future calls :)

And it has been said MANY MANY MANY times, the contract you signed says you are liable for any amount on an invoice, and THEN you can lodge a complaint. Failure to pay, is failure to pay. after 90 days they can hand you over to ITC or other. Its unfortunate, but thats business. If they let you choose too many people would "choose" to just never pay and find something wrong on every invoice.

So before you run off on marco's statement just remember when you stop paying, you are liable for action from them.
Click to expand...

Exactly. I have received emails that it has been resolved. R50.00 deducted from my account. I am talking about Thousands.Not R50.00. You obviously work for MTN . I have stated MANY MANY MANY times that MTN DOES NOT reply to queries. I have proof of this, you @rsehole. ICASA has my details and MTN is now running scared. They have until this Friday to answer and MTN has been phoning me about my details since last week as they can be fined thousands of bucks.
Failure to pay??? What do you mean. Why must I pay for something I did not use?
 
rurapente said:
Failure to pay, is failure to pay. after 90 days they can hand you over to ITC or other. Its unfortunate, but thats business. If they let you choose too many people would "choose" to just never pay and find something wrong on every invoice.

So before you run off on marco's statement just remember when you stop paying, you are liable for action from them.
Click to expand...
You clearly know less than F@CK @LL about the NCA...
 
How are they allowed to charge you R30 000.00 when you only earn R12 000.00?
The NCA does not allow this.
 
NCA?

How is this related to NCA - the National Credit Act which covers regulations around Lending?

Perhaps you are referring to the Consumer Protection Bill which was signed into law on 24 April 2009, but only takes effect on 24 October 2010?
 
zaidmo said:
How is this related to NCA - the National Credit Act which covers regulations around Lending?

Perhaps you are referring to the Consumer Protection Bill which was signed into law on 24 April 2009, but only takes effect on 24 October 2010?
Click to expand...

Wrong boet. The NCA is exactly that. Read it!!!
It protects the consumer from over credit. Where have you been?
 
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