What can we do with MTN?

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broken1

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I have a serious billing problem with MTN (=see here). In short, I am being charged in full for an Anytime 500 contract and not being allocated any bundles.

MTN 808's response is that I have to lodge a billing query after the bill cycle has closed. Fair enough. I do understand there are internal control issues which prohibit making changes to an open bill cycle, however I get the impression from this forum that the bill quert isn't as easy as phoning and saying the bill is wrong - I am going to have to fight and download and prove to MTN that they are wrong? Does anyone have any experience on this and some hints and tips?

Secondly, MTN are unwilling to admit that this is a problem. What can I do if it happens again next month? And the month after that? My phone and billing was fine and without problems until they made me change to one of these stupid Anytime contracts. They so far seem unwilling to investigate or look into the issue. All they can say is "it's escalated, and you will have to lodge a billing query".

MTN does not have direct lines. I have the email address of the "Retentions Executive" but he doesn't respond and if you call 808 and ask to speak to him, they have no idea how to put you through.

What can we do? Surely there is a way to get this sorted out?

I would love to not pay, but then MTN will blacklist me which could put my job in jeopardy and future credit applications plus I need a working phone for business purposes.

I have tried contacting the media, emailed 702, Carte Blanch, posted twice on HelloPeter (which gets the generic, this has been escalated response) and I even emailed ICASA who simply ignore the problem as well.

Perhaps I should set up an email address and start collecting peoples problems and stories and then goto the media with a petition of a couple of hundred billing complaints?
 
broken1 said:
I would love to not pay, but then MTN will blacklist me which could put my job in jeopardy and future credit applications plus I need a working phone for business purposes.
Click to expand...

Yeah I know the feeling. In fact, MTN's response to my complaint on HelloPeter was to send their legal team after me. Just gives you an idea of the kind of company they are

broken1 said:
I have tried contacting the media, emailed 702, Carte Blanch, posted twice on HelloPeter (which gets the generic, this has been escalated response) and I even emailed ICASA who simply ignore the problem as well.

Perhaps I should set up an email address and start collecting peoples problems and stories and then goto the media with a petition of a couple of hundred billing complaints?
Click to expand...

Well I'm happy to give my story.
 
If the amount is under R7000, you can always go to small claims court. Doesn't cost anything really and you can have them in court within 3-4 months.
They also not allowed to have 'legal representation' during court session. However, you have to have a name of person whom you want to be in court. Papers need to be served on a person me thinks. If they don't show in court, the court will rule in your favour.
*hint* Directors/CEO's generally doesn't like being served papers. Their names are on the website.
 
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Their however is another thing you cn do,when you call through to 808 and ask for the retentions department.Just ask to speak to a supervisor.All you need to do is lodge the complaint with him, get his name and a ref nr.MTN has a 2 to 24 hour rule and unfortunatly its only the supervisors that can help u
 
Brajo1 said:
Their however is another thing you cn do,when you call through to 808 and ask for the retentions department.Just ask to speak to a supervisor.All you need to do is lodge the complaint with him, get his name and a ref nr.MTN has a 2 to 24 hour rule and unfortunatly its only the supervisors that can help u
Click to expand...

I have been dealing with the Retentions Executive, Zaheed, over email. He responded once forwarding it to someone who also responded once with something that didn't quite make sense and now they just ignore. More than a week has passed.

I am now dealing with another supervisor in the 808 call center who also promissed to call me back. I won't hold my breath.
 
Forget it. They don't get back to you.
I think there is a guy here that works for MTN and reports to them as to your complaints. He is very quite, but I know who he is.
 
Another thing. MTN cannot blacklist you before giving you I think 21 days notice in writing. And also if you are disputing this amount, then they also can't list you until the dispute is resolved. This is according to the NCA.
 
Can we put out an ad or classifieds in the newspaper. Something like:

Help Required with MTN Billing errors!
We have logged multiple issues with the 808 call center, MTN Active website, MTN Business email address and various individuals in the company, and they are not being resolved. If you can help resolve our ongoing issues, please call xxx xxx xxxx
 
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