MTN clients hit by double-billing

Business Insider SA
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  • Some MTN clients have seen debit orders deducted twice after the company moved to a new billing system.
  • This could not have happened at a worse time for many customers who may not have an income during lockdown.
  • But the company said it will refund the money by Thursday.
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Some MTN contract customers have seen debit orders go off twice this month after the company moved to a new billing system.

MTN SA’s executive for corporate affairs, Jacqui O’Sullivan, says that the company experienced a technical glitch on Tuesday, which resulted in some customer accounts being double-debited. Fewer than 0.3% of MTN's contract customers were affected.

“With the aim of constantly improving its services to customers, MTN has implemented a new billing system with the first migration taking place yesterday. Unfortunately the new platform experienced a technical glitch which impacted some customers.”

MTN will ensure that all refunds and all associated charges are paid back to the affected customers by close of business on Thursday, O’Sullivan says. She added that glitch has now been resolved.  

Affected MTN clients vented on social media about the double debit.

One client said on the network’s Facebook site that he went to his local MTN branch to query the double debit from his account.

“The branch can’t help me, they say there are multiple customers with this complaint and (told) me to call 135, which is unreachable. So steal our money and make it impossible to reach you. Thanks, MTN.”

One angry MTN client told Business Insider SA that the double billing will hit South Africans particularly hard, as many are not earning an income during lockdown. She objected to the lack of response from MTN to the multiple complaints on social media.

In December last year, MTN business clients were also hit by debit order errors after the network changed the dates of its monthly billing run, from the 26th of every month to the 5th, TimesLive reported at the time.

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