Persistent incomplete itemised billing

[AirWolf]

Extract from and mail I sent to MTN this evening:

mtnsp@mtn.co.za[/email]]
Hi

My account number is: A147XXX and the cellphone number for this account is:073XXXXXXX

From the time I began my contract in February I have never received a complete itemised billing. The itemised billing is mandatory on my contract (Top up 75), and I am paying R15.69 + VAT for this service each month, yet I am receiving a sub-standard service.

My last itemised billing reflects an amount of R26.26 yet I used the entire R75. The itemised billing for all month's also do not show any amount even close to R75 when I have used up the entire R75 for every month except one (where I had less then R10 left) before the 13th of the month when the next statements are printed and the new airtime is loaded.

You are forcing this service down people's throats yet you cannot provide the service? Can I then claim back the airtime that is not reflected on your billing?

Please advise.

I will post any replies received from MTN on this thread.

Is anyone else experiencing problems with itemised billing on the Top Up 75 contract? I use the included airtime exclusively for data.

 

[Highflyer_GP]

Think that's bad? I often get billed for calls made months earlier. When I queried it, apparently they sometimes forget to include it in that month's statement. Then I asked how does an automated system forget to include calls. No reply.

 

[AirWolf]

Think that's bad? I often get billed for calls made months earlier. When I queried it, apparently they sometimes forget to include it in that month's statement. Then I asked how does an automated system forget to include calls. No reply.

They have a really pathetic billing system but still charge you every month for the itemised billing which in most cases is mandatory

 

[AirWolf]

The other thing that really irritates me is that the bill run starts / ends on the 13th while they can take your money at month end

 

[AirWolf]

Only a read receipt received so far

Your message

To: Webmaster [ MTNSP ]
Subject: Persistent incomplete itemised billing
Sent: Sat, 28 Jul 2007 20:22:36 +0200

was read on Mon, 30 Jul 2007 09:08:17 +0200


NOTE: This e-mail message is subject to the MTN Group disclaimer see http://www.mtn.co.za/default.aspx?pid=34411

 

[AirWolf]

No a word from MTN Should I try hellopeter instead?

Edit: or maybe an ASA complaint?

 

[lilDeath]

I must agree, their billing sucks balls.
I have 3 sims, I only get 2 invoices at any one time in a month and from month to month the sim I don't get an invoice for, changes.
I also pay for itemised billing, yet everything is 0-rated, but there is still a total being reflected...

wtf

 

[Voldemort]

I must agree, their billing sucks balls.
I have 3 sims, I only get 2 invoices at any one time in a month and from month to month the sim I don't get an invoice for, changes.
I also pay for itemised billing, yet everything is 0-rated, but there is still a total being reflected...

wtf

have you tried the call centre?

 

[lilDeath]

have you tried the call centre?

You're saying it like they should be able to help.
Right.

I'll have to go to walk-in centre it seems and actually kill someone to get it sorted out.

Oh well. Guess it's not too much to ask....

 

[Voldemort]

You're saying it like they should be able to help.
Right.

I'll have to go to walk-in centre it seems and actually kill someone to get it sorted out.

Oh well. Guess it's not too much to ask....

I used to deal with clients over the phone on a daily basis that were escalated to me when i was a supervisor, if ure having problems just ask for one.

 

[AirWolf]

I must agree, their billing sucks balls.
I have 3 sims, I only get 2 invoices at any one time in a month and from month to month the sim I don't get an invoice for, changes.
I also pay for itemised billing, yet everything is 0-rated, but there is still a total being reflected...

wtf

It gets really frustrating not receiving the service you paid for.

 

[AirWolf]

No response (no phone call / no email) received as yet

 

[Yotch]

Just out of interest what is the justification for charging for itemised billing in the first place? Most normal companies don't charge you a fee to bill you. If you can't even get the basics right about how to bill people for the service that you are offering then surely you shouldn't even be offering services?

My Voip provider provides really detailed itemised billing online free of charge. Many cell companies overseas don't charge this fee either. Why are the cell companies in SA allowed to do this? You don't even need to pay this charge with Telkom who usually charge for everything. Yes, you can request it for an additional fee but it's not mandatory. How was the charge for itemised billing determined? Is it the same for all 3 networks?

 

[AirWolf]

Got another billing in the post today - the best one to date but still not the full monty. R73.57 accounted for out of the full R75. Oh, and not a squeak from MTN.

 

[AirWolf]

Got another billing in the post today - the best one to date but still not the full monty. R73.57 accounted for out of the full R75. Oh, and not a squeak from MTN.

The credit for the month however shows R0 whereas the previous months shows R75.

Still nothing from MTN Can't waste more time on these poor sods

And these guys want to buy Telkom

 

[ginggs]

And these guys want to buy Telkom

Maybe they've been for training on how to do things the Telkom way?