On a regular basis I use loyalty points to buy sms bundles. For the last few months I noticed that my R500-00 airtime is used up within the first 2 weeks on my statement month, although I am not making that many calls. I am checking my available bundles daily and although it shows (and was confirmed by a call centre agent) that I have 872 free sms available, I was billed with an amount of R 60-05 for short messages on the Nov statement. I have spoken to Mgojwana in the call centre on 7 Nov 2013 who promised to provide me with a spreadsheet detailing how the R500-00 airtime was utilised. Up to date I did not receive anything. On 14th Nov 2013, I spoke to Mpho who told me that they have a system problem when you use loyalty points for purchasing bundles. On 19th Nov 2013, I spoke to Ngokwana who put me on hold to discuss the issue with a supervisor. After about 10 minutes I hang up. She did not even bother to phone me back. She mentioned that I should log a request to receive a breakdown of how the R500-00 was utilised. My available sms's remains 872. Where does the cost come from for sms made? I am going to the ombudsman for assistance as I do not get any from MTN
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