On Wednesday, 21 August 2013, I received a call from Bronwyn of MTN. She advised me that there had been some unusual activity on my phone and that I'd incurred a high amount in respect of data usage.
I was shocked by the quantum incurred given my historically low usage pattern, the fact that I hadn't travelled abroad and given that I hadn't and don't watch movies on my phone. I requested a record of my data usage in a bid to understand the cause of the high data cost.
I received a URL report with more than 13, 000 lines. I was unable to decipher it as it gave no indication of which website had accounted for the abnormal data usage and hence the high cost.
Thando, from another division, was very helpful and able to identify that the high usage was isolated to a particular day and related to one URL.
I was told that Mongezi Cawa would be in touch to clarify the matter and cause of the high cost. It's been more than a week and I've not heard from him. I'd like to understand the cause of the exorbitant cost.
I've been a loyal customer for almost 20 years who's always paid my account on time. I'm however surprised by the poor response to my query.
Please help.
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