“CRAN has noticed an influx of consumer complaints through short message services (SMS) printed in daily newspapers and on social media platforms complaining about the poor service quality, network quality and billing services rendered by MTC,” CRAN said yesterday.
The majority of these complaints are related to prepaid services rendered by MTC, added CRAN.
“We have engaged MTC and are in the process of investigating the matter. Once the investigation is completed and all relevant information has been received, CRAN will consider the information and make a decision in terms of the Communications Act and the regulations regarding consumer complaints,” CRAN said.
The Namibian's SMS service has received hundreds of complaints from customers about disappearing airtime and balances.
One customer was not happy about the size of the advert in newspapers explaining the airtime balance discrepancies. “MTC, do you think a small apology hidden in the back of the paper is enough? Why not a big blue response like you always do when polishing your ego?” the customer said.
Yet another frustrated customer said MTC has been 'stealing' data since it introduced its system upgrade. “Did MTC upgrade their system to take our credit? Its better to move to another service provider than spend more and getting nothing.”
“MTC, your press statement is a blatant lie. Do you think we are stupid? I was robbed twice. N$20 only lasted 20 minutes on the time package. You can keep your service. I'll migrate to Telecom,” was another SMS from an unhappy customer.
The writer of another SMS challenged the MD of MTC, Miguel Geraldes to explain what was happening: “We are tired of wrong information from your spokesperson and his staff. Please stop hiding and tell the Namibian people what has gone wrong.”
MTC says the problems are a result of “wrong configuration on the balance enquiry functionality' and not a result of 'incorrect charging”.
The company explained that, for example, with a recharge of N$10, they deduct 15% VAT (N$1,30) and that if a smartphone is enabling data then the system will also reserve and not deduct for data sessions an amount of two megabytes, which is equivalent to N$1,80.
“This means when the customer enquires for his balance, the customer would be able to see the balance of N$8,70 meaning the balance available is N$6,90 as well as the amount reserved for active data sessions in progress of N$1,80.
“However, since the migration occurred on 8 October, customers could only see balances available and not the reserved amount,” MTC said.
MTC said the problem was rectified on 13 October. However, problems of airtime balance discrepancies have continued, in the process frustrating customers for most of this month.
“CRAN has noticed an influx of consumer complaints through short message services (SMS) printed in daily newspapers and on social media platforms complaining about the poor service quality, network quality and billing services rendered by MTC,” CRAN said yesterday.
The majority of these complaints are related to prepaid services rendered by MTC, added CRAN.
“We have engaged MTC and are in the process of investigating the matter. Once the investigation is completed and all relevant information has been received, CRAN will consider the information and make a decision in terms of the Communications Act and the regulations regarding consumer complaints,” CRAN said.
The Namibian's SMS service has received hundreds of complaints from customers about disappearing airtime and balances.
One customer was not happy about the size of the advert in newspapers explaining the airtime balance discrepancies. “MTC, do you think a small apology hidden in the back of the paper is enough? Why not a big blue response like you always do when polishing your ego?” the customer said.
Yet another frustrated customer said MTC has been 'stealing' data since it introduced its system upgrade. “Did MTC upgrade their system to take our credit? Its better to move to another service provider than spend more and getting nothing.”
“MTC, your press statement is a blatant lie. Do you think we are stupid? I was robbed twice. N$20 only lasted 20 minutes on the time package. You can keep your service. I'll migrate to Telecom,” was another SMS from an unhappy customer.
The writer of another SMS challenged the MD of MTC, Miguel Geraldes to explain what was happening: “We are tired of wrong information from your spokesperson and his staff. Please stop hiding and tell the Namibian people what has gone wrong.”
MTC says the problems are a result of “wrong configuration on the balance enquiry functionality' and not a result of 'incorrect charging”.
The company explained that, for example, with a recharge of N$10, they deduct 15% VAT (N$1,30) and that if a smartphone is enabling data then the system will also reserve and not deduct for data sessions an amount of two megabytes, which is equivalent to N$1,80.
“This means when the customer enquires for his balance, the customer would be able to see the balance of N$8,70 meaning the balance available is N$6,90 as well as the amount reserved for active data sessions in progress of N$1,80.
“However, since the migration occurred on 8 October, customers could only see balances available and not the reserved amount,” MTC said.
MTC said the problem was rectified on 13 October. However, problems of airtime balance discrepancies have continued, in the process frustrating customers for most of this month.
THE Communications Regulatory Authority of Namibia (CRAN) is investigating complaints by consumers concerning the services provided by mobile operator, MTC.
Of late, customers' airtime and credit balances have been disappearing, with MTC providing unsatisfactory explanations on what is happening.
“CRAN has noticed an influx of consumer complaints through short message services (SMS) printed in daily newspapers and on social media platforms complaining about the poor service quality, network quality and billing services rendered by MTC,” CRAN said yesterday.
The majority of these complaints are related to prepaid services rendered by MTC, added CRAN.
“We have engaged MTC and are in the process of investigating the matter. Once the investigation is completed and all relevant information has been received, CRAN will consider the information and make a decision in terms of the Communications Act and the regulations regarding consumer complaints,” CRAN said.
The Namibian's SMS service has received hundreds of complaints from customers about disappearing airtime and balances.
One customer was not happy about the size of the advert in newspapers explaining the airtime balance discrepancies. “MTC, do you think a small apology hidden in the back of the paper is enough? Why not a big blue response like you always do when polishing your ego?” the customer said.
Yet another frustrated customer said MTC has been 'stealing' data since it introduced its system upgrade. “Did MTC upgrade their system to take our credit? Its better to move to another service provider than spend more and getting nothing.”
“MTC, your press statement is a blatant lie. Do you think we are stupid? I was robbed twice. N$20 only lasted 20 minutes on the time package. You can keep your service. I'll migrate to Telecom,” was another SMS from an unhappy customer.
The writer of another SMS challenged the MD of MTC, Miguel Geraldes to explain what was happening: “We are tired of wrong information from your spokesperson and his staff. Please stop hiding and tell the Namibian people what has gone wrong.”
MTC says the problems are a result of “wrong configuration on the balance enquiry functionality' and not a result of 'incorrect charging”.
The company explained that, for example, with a recharge of N$10, they deduct 15% VAT (N$1,30) and that if a smartphone is enabling data then the system will also reserve and not deduct for data sessions an amount of two megabytes, which is equivalent to N$1,80.
“This means when the customer enquires for his balance, the customer would be able to see the balance of N$8,70 meaning the balance available is N$6,90 as well as the amount reserved for active data sessions in progress of N$1,80.
“However, since the migration occurred on 8 October, customers could only see balances available and not the reserved amount,” MTC said.
MTC said the problem was rectified on 13 October. However, problems of airtime balance discrepancies have continued, in the process frustrating customers for most of this month.
Source: http://www.namibian.com.na/indexx.php?id=19332&page_type=story_detail&category_id=1
