Local MTN customers are fuming after the company debited them for data charges, amounting to tens of thousands of rands.
Subscribers have faced a mass of billing trouble with the company over the last few months, including a back payment of data accounts that MTN says were initially “under-billed”.
Speaking to ITWeb, one customer, Benzi Kornizer, explained that, after using MTN's data service for months, the company is now trying to debit R10 000 from his account.
“I received a letter from MTN, with no reference number, no date, no details of the problem and now I am having trouble getting my problem resolved,” added Kornizer.
MTN's letter, signed by customer relations executive Eddie Moyce, states the company has been under-billing customers and is now looking to recoup the lost money. “MTN is in the process of re-processing the used data and customer call data records and will debit the affected customers' accounts accordingly,” the letter continues.
However, Kornizer is adamant he was never undercharged. He says the service with a 3GB cap has cost him R600 per month, which he says he paid.
The problem seems to have affected several customers, with ITWeb receiving several complaints of this nature, and other complaints appearing on sites like Hello Peter.
MTN has confirmed it has been dealing with billing trouble. In a statement, the company reiterated its position, saying it will debit customers for the outstanding amounts.
“We are extremely sensitive to the fact that billing errors have had an impact on the pockets of our subscribers. 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,” says Moyce.
He explains that the trouble stems from an upgrade of the billing system the company is using. “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.”
According to Moyce, the upgrade process could take years to complete; however, the company has promised to finish its upgrade sometime this year.
MTN says it is committed to improving customer service. “In 2009, MTN SA 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.”
Despite the reassurances, customers will not be happy that they will be paying for a mistake made by MTN.
Kornizer plans to challenge the company in court and has called on all affected subscribers to join him in the action. He has set up an e-mail address for other customers to get involved at benzi.mtn@gmail.com.
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