URGENT: MTN did not allocate bundle / fraud

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broken1

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MTN royally screwed up my contract last month.

This month I have a serious problem, they haven't allocated me my R500 bundle but instead have allocated me 120 free minutes (which I can't use because I am on the Anytime 500 contract and all calls come off my bundle).

After many calls to the call center, they can tell me that I have been allocated R500, but used R509 on 2 minutes of calls. Yah right! How do I fix it? Well, wait until the end of the billing cycle, pay and then lodge a billing complaint. And next month? Probably the same thing.

I have sent this email to MTN and Icasa. Think I will get any response?


A copy of the email I sent to MTN:

Good Day,

As MTN is not able to provide me contact details of someone to sort this issue out, I have included every email address for MTN that I can find. This matter is also being forwarded to ICASA, the STAR Newspaper, and Sandton Chronicle. Zaheed, as you seem to be the most executive person on this list, I trust that you will forward it to the correct manager and follow up that it gets resolved.

This complaint/problem relates to cellphone number 083 xxx xxxx

In September, I had various issues with a contract migration which were eventually solved.

This month (November) I have not been allocated Bundled Airtime on my Anytime 500 contract. After multiple calls to the call center, I eventually was told by Arnold, that the system shows I have been allocated R500 airtime, but used R509 (incl. vat) however he can see that this has only been used on 2 minutes and 42 seconds of calls and 8 sms's. The advice he gave was to wait until the end of the bill cycle, pay the bill and then lodge a complain with MTN billing. This is unacceptable.

When calling 16202 or 258, I get told that I have 120 free minutes (?) (Why am I getting minutes when I should be getting Rand Value) and my remaining rand value from last month. I have attached a screen shot from MTN Active which also shows this information. I am not prepared to wait until the end of the billing cycle, pay, and then lodge a billing complaint as this error is going to occur next month, and the month after and the month after that. This is unacceptable.

I would like all future correspondence to be in writing.

MTN is in breach of contract as MTN has not allocated me R500 of airtime this month as stipulated in the contract signed between me and MTN. I am not prepared to pay for the bundle, and all call charges and then request a correction. I have identified a serious flaw in the system which will most likely recur, and it needs to be corrected immediately. MTN can expect no future payments from me until this issue is resolved.
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Looks like MTN has screwed up yet again. Seriously, who the hell decides on the accounting systems telecommunications providers use? Either the people operating the software are complete idiots or the software is plain cr@p.

Getting anyone to help you within acceptable terms is near impossible. Is it really necessary to threaten criminal charges against CEO's to get issues resolved?

I hope your problem is resolved soon and painlessly.
 
MTN's service is pathetic, and their billing and admin systems are a complete joke. Try to avoid them in the future, for your own health.

I recommend you send a PM to Dr_Data. He might be able to help you. He helped me out with 2 major MTN issues that NOBODY ELSE from the MTN call center could help me with...

See here for more...
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I think we should all just get together and take them to court
 
The funny thing is, everytime I call they try and convince me that my 120 free minutes is left over from my Procall 120 contract two months ago - and that I have used R509.18 on 2 minutes and 42 seconds of calls to my Dad's cellphone number.

Now it looks like 90 minutes because I sat on the phone with 808 for an hour yesterday!

Instead of allocating me R500 rand value, MTN has allocated me 120 free minutes! It's just not on!

They are not willing to even log it as a technical call. All they say to me is Log a bill query after the bill run.

This is the most pathetic service I have ever recieved. It's basically theft if you ask me.

I have PM'd DR Data...hopefully he can help. He really is my last hope.
 
tell them if they refuse to fix it you will change your bank account and they will see no more money from you until it is fixed.
 
Open up a case of fraud with the police? Then see action being taken by MTN ;)
 
10i said:
tell them if they refuse to fix it you will change your bank account and they will see no more money from you until it is fixed.
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The problem with this is then they just blacklist me, cut me off and hand me over to legal.

One thing I noticed which got some traction today is that they also didn't allocate me my 50 Sms's. Finally one of the MTN Call center people was willing to log a technical call for the sms's - and I said to her please put a note on it that the customer is also complaining about the R500 bundled airtime.

Lets see if anything comes from this.

The biggest problem is there is no one I can talk to face to face. Everytime you call 808 you get through to a different person, explain the story again and then they give you the same stupid arguments. I want to be able to talk to a manager, get his direct line, get feedback and follow up from him. Impossible sadly.
 
to speak to a manager or someone in the accounts section you should phone one of the service centres, or go and see them personally.
 
10i said:
to speak to a manager or someone in the accounts section you should phone one of the service centres, or go and see them personally.
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How can I go see them personally? I would love to! I am in the Sandton Area. I have called the service center.
 
phone 808. ask for the supervisor.
ask who his boss is.
until you get to someone high.

try to speak to some one who knows what going on.
 
Whenever you call 808, whichever person you talk to, make sure you get their full name and a reference number, and record the date and time and their response to your query.
 
What does anyone NOT understand about pre-paid data bundles?
 
Antonf said:
What does anyone NOT understand about pre-paid data bundles?
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Not quite sure what this has to do with pre-paid data bundles.

MTN is silent on the subject so far. I've had 808 swear blind it's correct and I already used my R500 on 2 minutes of calls and no response to emails.

I am going to email them every 12 hours until I get some sort of response. I have finally managed to get hold of some sort of manager, but all he does it forward it on to someone to say "please look at"

To be honest, ICASA doesn't even care.
 
broken1 said:
Not quite sure what this has to do with pre-paid data bundles.

MTN is silent on the subject so far. I've had 808 swear blind it's correct and I already used my R500 on 2 minutes of calls and no response to emails.

I am going to email them every 12 hours until I get some sort of response. I have finally managed to get hold of some sort of manager, but all he does it forward it on to someone to say "please look at"

To be honest, ICASA doesn't even care.
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Emailing them will never work. They will never reply to you until months after you have made your query.
 
MicS said:
Emailing them will never work. They will never reply to you until months after you have made your query.
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I am emailing direct people...and I plan to be very persistent.

I got a reply at 7.35am this morning forwarding it on to someone to look into it, but no reply since then. I replied again at 6pm tonight as I feel one business day is long enough.

I will continue emailing every 12 hours, until I have enough Ammo to go to a head of department and start getting people in trouble.

Little old me against 17Bn on Profit in 2008 MTN! Wish me luck! 808 call center idiots are useless, this requires the attention of someone who has more experience and more system access than 808 who basically use MTN Active (back end).
 
MTN is using scare tactics. I got lawyers letter for over billing but I will ignore it as I know and have proof that I do not owe any money. This will go away as will I. To VC.
Some people have had refunds and some have litigation???
 
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