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Thread: MTN unauthorized deductions

  1. #1
    Super Grandmaster SlowInternet's Avatar
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    Default MTN unauthorized deductions

    My father has 2 contracts with MTN. Since July 2017 suddenly they start deducting a premium for insurance. At no stage did he request any insurance or authorized any insurance deductions.

    So he went to our local MTN branch and they advised him that they are not able to assist him and he has to contact MTN. He emailed them and advised of the situation. They then requested proof that insurance has been deducted. I mean surely they can check on their system.

    I registered him online for MTN active, downloaded the invoices/statements and send it to MTN. MTN then replied that they don't deal with the insurance and he must contact Pinnacle Marketing that handles the insurance. Email send to Pinnacle Marketing. They also request copies of the said statements/invoices. Then advised that they will investigate the matter.

    They then admit that it was deducted erroneously and refunded the money.

    And just guess what happens this month ? They deduct the insurance again. That after they have been advised that it was never requested or authorized and them admitting that there should not be insurance.

    Politics is supposed to be the second-oldest profession. I have come to realize that it bears a very close resemblance to the first.
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    Death eater Voldemort's Avatar
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    Hi Slowinternet

    Wow, that's pretty troubling! Please pop me a PM with your father's details, I'll need to check with the guys if there's something we can do from our side, maybe it's loaded as a package on the system or something?
    Avada Kedavra!

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    Super Grandmaster Kosmik's Avatar
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    Bounce debit order and pay correct amount manually through EFT.
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    Quote Originally Posted by Kosmik View Post
    Bounce debit order and pay correct amount manually through EFT.
    Collection path kicks in, nasty business that, i wouldn't advise...
    Avada Kedavra!

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    Quote Originally Posted by Voldemort View Post
    Collection path kicks in, nasty business that, i wouldn't advise...
    No, it is a invalid debit order for an unauthorized amount and he has paid eft for the correct balance pending resolution of dispute.
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    Quote Originally Posted by Kosmik View Post
    No, it is a invalid debit order for an unauthorized amount and he has paid eft for the correct balance pending resolution of dispute.
    No, the collection path kicks in the minute that debit order comes back as unpaid, remember that even if he EFT the amount he is willing to pay, it would still be less than the balance outstanding, plus there's an R11.40 RD fee that I've seen lines getting suspended for.
    Avada Kedavra!

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    Quote Originally Posted by Voldemort View Post
    No, the collection path kicks in the minute that debit order comes back as unpaid, remember that even if he EFT the amount he is willing to pay, it would still be less than the balance outstanding, plus there's an R11.40 RD fee that I've seen lines getting suspended for.
    Never had the issue and I've done it a number of times with MTN last year when for three months they couldn't get their billing right and billed over R2.5k additional. A debit order does not give a company carte blanche on a customers funds and is an agreement between two parties about money to be paid for services or goods rendered. BOTH parties cannot however abuse the process. He's already stipulated it's gone on since July, should he just let them carry one debiting the funds?

    He is well within his legal grounds to reverse the debit order as it is incorrect billing. Either way, if I was him, have the debit order cancelled and pay monthly via stop order, safest route.
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    Quote Originally Posted by Kosmik View Post
    Never had the issue and I've done it a number of times with MTN last year when for three months they couldn't get their billing right and billed over R2.5k additional. A debit order does not give a company carte blanche on a customers funds and is an agreement between two parties about money to be paid for services or goods rendered. BOTH parties cannot however abuse the process. He's already stipulated it's gone on since July, should he just let them carry one debiting the funds?

    He is well within his legal grounds to reverse the debit order as it is incorrect billing. Either way, if I was him, have the debit order cancelled and pay monthly via stop order, safest route.
    Just cancel the debit order.
    Pay monthly via eft. No stop order required.

    If they then do billing errors he does not have to ask for his money. He only needs them to correct their billing.

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    Super Grandmaster Kosmik's Avatar
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    Quote Originally Posted by Venomous View Post
    Just cancel the debit order.
    Pay monthly via eft. No stop order required.

    If they then do billing errors he does not have to ask for his money. He only needs them to correct their billing.
    Stop order is just a automated monthly eft from HIS side. Depends if he uses bundle or not but either way, remove the power of a company to take money at their incorrect discretion.
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    Quote Originally Posted by Kosmik View Post
    Never had the issue and I've done it a number of times with MTN last year when for three months they couldn't get their billing right and billed over R2.5k additional. A debit order does not give a company carte blanche on a customers funds and is an agreement between two parties about money to be paid for services or goods rendered. BOTH parties cannot however abuse the process. He's already stipulated it's gone on since July, should he just let them carry one debiting the funds?

    He is well within his legal grounds to reverse the debit order as it is incorrect billing. Either way, if I was him, have the debit order cancelled and pay monthly via stop order, safest route.
    Quote Originally Posted by Venomous View Post
    Just cancel the debit order.
    Pay monthly via eft. No stop order required.

    If they then do billing errors he does not have to ask for his money. He only needs them to correct their billing.
    I couldn't agree with you guys more, of course!

    Just be careful with cash payments, they need to reflect 21 days from invoice, or the collection path kicks in- vicious circle
    Avada Kedavra!

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    Quote Originally Posted by Voldemort View Post
    I couldn't agree with you guys more, of course!

    Just be careful with cash payments, they need to reflect 21 days from invoice, or the collection path kicks in- vicious circle
    I pay via eft on the first of every month for the last many years. And if I slipped up and then pay on the 2nd I call make a payment arrangement for 3 days later and all is well. This happened in June when a family member passed away on 31 May.
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    Super Grandmaster SlowInternet's Avatar
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    Quote Originally Posted by Voldemort View Post
    Hi Slowinternet

    Wow, that's pretty troubling! Please pop me a PM with your father's details, I'll need to check with the guys if there's something we can do from our side, maybe it's loaded as a package on the system or something?
    PM sent. Thank you

    Politics is supposed to be the second-oldest profession. I have come to realize that it bears a very close resemblance to the first.
    - Ronald Reagan


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    Quote Originally Posted by Venomous View Post
    I pay via eft on the first of every month for the last many years. And if I slipped up and then pay on the 2nd I call make a payment arrangement for 3 days later and all is well. This happened in June when a family member passed away on 31 May.
    My condolences on your lossss...
    Avada Kedavra!

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    Quote Originally Posted by SlowInternet View Post
    PM sent. Thank you
    and replied, letsss get thisss matter sorted!
    Avada Kedavra!

  15. #15
    Super Grandmaster SlowInternet's Avatar
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    Quote Originally Posted by Voldemort View Post
    and replied, letsss get thisss matter sorted!
    Thank you for the assistance. Seems like the issue with the insurance has been sorted out.

    Politics is supposed to be the second-oldest profession. I have come to realize that it bears a very close resemblance to the first.
    - Ronald Reagan


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