The Official MTN Bill Query Thread

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broken1

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This month, MTN has admitted to a billing problem in the invoices sent out to all customers

Dear loyal MTN subscriber,
MTN wants to inform you of the delay it has been experiencing in the reporting of its customers’ data
usage and call data records.
MTN is currently undertaking major upgrades to its systems to ensure better quality of service to its
customers. During these upgrades, it has come to light that the report of data usage in some instances
has been delayed and customers have been under-billed for the service.
MTN is in the process of re-processing the used data and customer call data records and will debit the
affected customers’ accounts accordingly.
Please accept our sincerest apologies for the inconvenience, MTN is constantly investing funds to
upgrade the network and the systems that are responsible for tracking, reporting and billing to ensure that
our subscribers always receive quality products and excellent service from us.
Should you need any further assistance in this regard, please contact our call centre on 808 (free call
from an MTN number) or 083 1 808 (normal call charges apply from any other number).
Yours sincerely,
Eddie Moyce
Executive: Customer Relationship
Click to expand...

As my bill was DOUBLE this month, due to no bundles being allocated to me, I thought I would try call 808 to get the itemised billing sent so that I can lodge a query.

Ahh, 808 cannot send me itemised billing. But I have been charged for it?

I am heading to the MTN Innovation Center in Morningside tomorrow to yet again query my bill and ask for them to pass the credit. Last months credit hasn't even shown up on my current bill?

I think if everyone keeps their bill related issues and concerns in here, as well as who eventually helped them - we can go some ways in getting MTN to listen or at least get help.
 
customers have been under-billed for the service.
MTN is in the process of re-processing the used data and customer call data records and will debit the
affected customers’ accounts accordingly.
Please accept our sincerest apologies for the inconvenience
Click to expand...

We're complaining about the opposite you complete idiot!!! O-VER-BILLED!!!
 
This means that MTN is apologizing for under-billing and is to ADD these amounts to our accounts.
This sux big time. It is not my problem that their data counters do not work.

I purchased this service and expect it to work properly. If it does not, then THEY are in breach and you need not pay. ( got this from a lawyer for my pending litigation)
 
MTN sucks, anyone reading this please CHOOSE ANY SUBSCRIBER OTHER THEN MTN
 
This crap drove me to a Telkom's ADSL line, and I can not tell you how happy I am. Should have dropped MTN's 3G years ago and moved over to ADSL.

MOVE, you will not regret it!
 
Finally got my refund this week.

Process.
1. Log a call with 808 and ask them to escalate every 2 days
2. Log a query on MTN Active
3. Write to [email protected] and give them your 808 USD reference number and MTN Active reference number. Follow up with them after a few days.
4. Still no resolution, then lay a complaint with ICASA. Details and email address on this page: http://www.icasa.org.za/Complaints/tabid/66/Default.aspx
5. Once you get the ICASA reference number (about a week later) rewrite to [email protected] - give them the ICASA reference number and all your other details.
6. Still no help, then write to the MTN rep whose details are on this address: http://www.complaintsboard.com/complaints/mtn-c207033.html?sort=dated
7. Still no help, then write to someone else in the company such as the MD. Her email address is in the same format as the other employees in the company.

Make sure that you follow the process and don't go straight to the top. To be taken seriously, you have to show that you have provided others in the company (whose job is to address these queries) an opportunity to respond.

Hopefully you can have the problem resolved in 2 months.

No help after 3 months - perhaps go the Small Claims Court. Details: http://smallclaimssa.co.za/get_started.html
 
Wow, you did all that? Well, so did I. Got a query No. from ICASA and still no reply from MTN after 6 months. Today I got a lawyers letter yet again. FINAL NOTICE and legal action is being taken.
How on earth can the lawyer that they hire in my magisterial district be able to explain my billing problem to the magistrate when he knows ziltch about my problem.
MTN--- take me on.
 
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