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Eniigma
Expert Member
- Joined
- Aug 18, 2006
- Messages
- 2,117
In December I cancelled a contract I had with MTN for an uncapped 3g data service. In January I receive an invoice for the contract. When I queried it, I was told it had not been cancelled yet. I forwarded my request for cancellation back to them and received a call a few days later to say it had now been cancelled effective 31 December and I’d receive a credit for the Jan invoice.
At the end of Jan I was debited the full contract fee however I was not too concerned as the payment on the contracts are always a month behind and I thought that would be the end of it. I received another invoice in Feb, this time with a part credit (R183 on a R299 contract) however I was still debited the full amount at the end of Feb.
I contacted MTN on the 12/03/2014 requesting a credit of the payment taken in Feb. Two days later after no reply from MTN I phoned in and spoke with Zanele on the 14/03/2014 (Ref 110375799). She assured me there was assured that the credit now for R520 or thereabouts, and it would be in my bank account in 3 working days. A day later I got an email reply to my mail from the 12th asking for answers to the security questions before they could assist me. I ignored it as I'd spoken to Zanele the day before and done all those checks. Two weeks later after no payment, I emailed customer care again, replying to the last email asking for the security questions stating I’d spoken to Zanele the day before the email and answered those questions and that I was promised a refund within 3 days. Again got a generic response asking for answers to the security questions for they could or would do anything else.
On the 29th March I phoned in and spoke with Tsholo (REF: 110924086) and was told now that the credit was R330ish there had been a mix-up with their billing team and it would again be in my account in 3-5 days.
To date I have not received the refund and I have now resorted to emailing MTN daily requesting the refund and the only response I get, usually 2 -3 days after the email is “sorry for the inconvenience, wait 3-5 days.”
Last week I got a response to one of my emails saying that the turn around time is 7 - 10 days, even after numerous emails and calls saying 3 or 3-5 days.
I’ve also complained on the Hellopeter website this week and the response there was addressing the issue with the mix-up in the credit ( The original R520 less the R183 already credited giving the new R330ish total) which I have no issue with and not my real issue of the delay in returning the money they owe me.
I'm not at the stage where I'm about ready to go open a case of theft / fraud against them or seek other legal means. The amount of money is small and not even worth the effort, however I'm now so angered by their total lack of service and generic copy paste emails without actually doing anything I really want to take this further and get some sort of judgement against them or something.
If you pay them a day late they cut off your service and start charging penalties on late accounts, yet they think it's totally acceptable to take weeks and weeks to pay and it seems there's not a damn thing we can do about it.
If anyone has some contact details for some senior management or something please pm me with them as I'd love to get a response from someone higher up, rather then just a peon in the call centre who copy paste reply and thinks ticket resolved.
At the end of Jan I was debited the full contract fee however I was not too concerned as the payment on the contracts are always a month behind and I thought that would be the end of it. I received another invoice in Feb, this time with a part credit (R183 on a R299 contract) however I was still debited the full amount at the end of Feb.
I contacted MTN on the 12/03/2014 requesting a credit of the payment taken in Feb. Two days later after no reply from MTN I phoned in and spoke with Zanele on the 14/03/2014 (Ref 110375799). She assured me there was assured that the credit now for R520 or thereabouts, and it would be in my bank account in 3 working days. A day later I got an email reply to my mail from the 12th asking for answers to the security questions before they could assist me. I ignored it as I'd spoken to Zanele the day before and done all those checks. Two weeks later after no payment, I emailed customer care again, replying to the last email asking for the security questions stating I’d spoken to Zanele the day before the email and answered those questions and that I was promised a refund within 3 days. Again got a generic response asking for answers to the security questions for they could or would do anything else.
On the 29th March I phoned in and spoke with Tsholo (REF: 110924086) and was told now that the credit was R330ish there had been a mix-up with their billing team and it would again be in my account in 3-5 days.
To date I have not received the refund and I have now resorted to emailing MTN daily requesting the refund and the only response I get, usually 2 -3 days after the email is “sorry for the inconvenience, wait 3-5 days.”
Last week I got a response to one of my emails saying that the turn around time is 7 - 10 days, even after numerous emails and calls saying 3 or 3-5 days.
I’ve also complained on the Hellopeter website this week and the response there was addressing the issue with the mix-up in the credit ( The original R520 less the R183 already credited giving the new R330ish total) which I have no issue with and not my real issue of the delay in returning the money they owe me.
I'm not at the stage where I'm about ready to go open a case of theft / fraud against them or seek other legal means. The amount of money is small and not even worth the effort, however I'm now so angered by their total lack of service and generic copy paste emails without actually doing anything I really want to take this further and get some sort of judgement against them or something.
If you pay them a day late they cut off your service and start charging penalties on late accounts, yet they think it's totally acceptable to take weeks and weeks to pay and it seems there's not a damn thing we can do about it.
If anyone has some contact details for some senior management or something please pm me with them as I'd love to get a response from someone higher up, rather then just a peon in the call centre who copy paste reply and thinks ticket resolved.