MyBroadband has received numerous complaints about MTN billing problems, ranging from double billing to very high data bills. This is nothing new, with many complaints related to MTN billing showing up online over the last few months.
MTN however says that following the upgrade of the billing system, it can “safely say it is no longer experiencing billing duplication errors”.
“However, a few clients were affected by specific issues typical of billing in the industry. MTN has a dedicated team that investigates each query or complaint on a case-by-case basis to ensure that we continually treat our loyal subscribers with care and respect,” said Eddie Moyce, MTN SA, Executive, Customer Relations.
MTN added that it is aware of a specific billing error that occurred in April relating to pro rata fees that were incorrectly calculated and impacted 3000 of their customers. “MTN is currently in the process of resolving this issue and is passing credits to the affected customers where necessary,” the company said.
“There is no need for our customers to do anything as credits are passed automatically and will reflect on their next statement. We further believe that there may be a misunderstanding in terms of our data charges; MTN bills according to the volumes it receives from the call data records, and the calculation of the cost is standard based on the customer’s price plan.”
“This process is verified on numerous occasions during the billing process. Furthermore, On itemised billing, we have a very small number of customers that question the cost but we deal with this timeously by explaining the rating that has been applied,” said Moyce.
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