I am on the BIS service for over 8 months and have never been charged for any downloads or data however, this months unbilled balance is nearly 3 times my normal bill. On further investigation I have found that MTN has changed their BIS policy (from the first of March) with no communication to their clients, however This should not effect my current contract. I went into an MTN store but they were unable to rectify the billing issue, the consultant contacted the call centre and spoke to a supervisor (Thami Gumbi). He could see on their system that I had not previously been charged for downloads. He said that MTN would not be able to adjust my billing until the account for the month is closed on the 26th. I feel that Its financially unethical for a company such as MTN to only resolve queries after the customer has been charged, even when it has been brought to their attention. He promised to address this issue and call me back on Monday the 10th. I have not received a call or any feedback.
I feel that after all my years of loyalty, I do not see why I should have to put up with this level of service.
I would like someone to contact me and to sort this issue out.
Regards,
Allanna
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