R14 000 MTN mishap resolved
ON NOVEMBER 4, I went into a Pietermaritzburg MTN outlet to attend to a technical matter concerning my modem that had been blocked.
The lady who assisted me unblocked it and mentioned that my account is over R14 000. I told her it is impossible as my limit is R1 500.
She couldn’t give me any information as she did not have access to my account online as I am an ex-Nashua client. I had to then contact the MTN call centre to lodge my query.
In essence, the thrust of my issue with MTN is that I took all reasonable efforts to prevent such an occurrence, while they, as the other contracting party, did not.
In any event I contracted with Nashua, who then sold their business to MTN. I had no say in that. I had no dealings with MTN directly.
However, as the representative mentions, the same terms and conditions that applied between Nashua and I applied between MTN and I when MTN took over. I accept that.
Surely the condition I had in place with Nashua, which MTN accepts, that the line be blocked when the limit is reached, is equally applicable to MTN? To blithely remark, as the representative did, that the limit is not a guaranteed service is the root of the problem.
MTN has not yet responded to my request for a copy of the contract so that I can see where in the contract I accepted that this is not guaranteed and where this was explained to me, and why it is not guaranteed.
A further issue is the increase by MTN unilaterally of the out-of-bundle cost on a contract that it had taken over from Nashua without pertinently requesting my consent as a contracting party or informing me of the implementation thereof.
I contracted with Nashua. At a certain price. That contract does not allow MTN to unilaterally increase the out-of-bundle cost agreed to in a valid contract – between Nashua and I.
I have been advised by MTN to approach the ombudsman in this matter.
I have chosen to request your assistance instead, as I believe public awareness needs to be created, and the media coverage may be more successful in getting MTN to co-operate in good time.
This matter is rather urgent for me as MTN will in all likelihood endeavour to deduct the R14 000 from my account at the end of this month.
BASICALLY, MTN acknowledged they were not able to enforce the soft-lock condition that my Nashua contract carried as the package that I had with Nashua isn’t available on their network.
They then proposed changing the existing tariff to accommodate what MTN offers, which will then include the soft-lock option, as explained in their e-mail. And they have credited my account for the full disputed amount. I am thrilled! One for the consumer. Thanks for your interest in the matter.