MTN billing system upgraded
Over the last few months there have been numerous complaints from MTN subscribers about delayed and incorrect billing. These problems stem as far back as June 2009, but there may be good news on the horizon for MTN subscribers.
MTN South Africa announced that it has successfully upgraded its billing system. According to MTN it has “centralised and streamlined its voice and data billing system to provide a more efficient service to its valued customers.”
“We have invested millions in a new billing system, which went live at the end of 2009 and is proving to be successful. However, we are still working hard to rectify the fallout from the previous system,” says Eddie Moyce, Customer Relationship Executive for MTN SA.
“A process of this magnitude ordinarily takes anywhere up to two years to complete, but through a committed effort from our staff and partners, we hope to complete this project in 2010.”
MTN said that the benefits to customers include improved service delivery and more accurate billing. MTN however admitted that during the system upgrade it has experienced delays in the reporting of certain customers’ voice and data usage, resulting in these subscribers being under-billed for services rendered. “MTN is currently re-processing voice and data usage reports, and has debited the affected customers’ accounts accordingly,” the cellular provider said.
“We are extremely sensitive to the fact that billing errors have had an impact on the pockets of our subscribers,” said Moyce. “We will not suspend any voice or data contracts as a result of this error, and MTN will credit the accounts where double-billing errors occurred. MTN subscribers will also retain their loyalty points accrued over this period. MTN will investigate and evaluate every query on a case-by-case basis.”
“In 2009, MTN South Africa invested R7.1-billion upgrading its network and infrastructure. This investment was made to ensure that MTN’s loyal subscribers enjoy a seamless service of the highest quality during the 2010 World Cup, and beyond,” MTN concluded.
MTN billing system – comments and views
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