Streaming issues? Report here
Lester Kieviet 2019 1500 BW 2 Lester Kieviet 2019 1500 BW 2
Tonight with Lester Kiewit
20:00 - 22:00
volume_up
volume_mute

Up Next: The Aubrey Masango Show
See full line-up
Tonight with Lester Kiewit
20:00 - 22:00
Home
arrow_forward

MTN fee hike could've been executed better, says consumer ombud

3 April 2019 4:07 PM
Tags:
MTN
Contract
CONSUMER OMBUDSMAN
fee hike

Consumers have spoken out against the decision by MTN to unilaterally increase these fees mid-contract, explains Wendy Knowler.

MTN has announced that their subscription fees will go up from the start of May due to “inflationary pressures”.

The increase will affect 50 various contract plans at an average of 4%, says consumer expert Wendy Knowler.

Knowler explains that a few of the plans won’t increase at all, while others may go up by more than 4%.

For example, the MTN 750 Top Up plan’s subscription will increase from R807 per month to R839 and the MTN 500 from R530 to R551 p/m.

There are a few contract plans that the subscription hike doesn't apply to.

Wendy Knowler, Consumer journalist

In addition to this, MTN will also increase itemised billing charges by 4% and caller-line identity fees by 4%.

Customers have spoken out against the decision by MTN to unilaterally increase these fees mid-contract.

Meanwhile, the network provider says it reserves the right to do so, as stated in the terms and conditions.

MTN says it’s in their Ts and Cs. It's number 16 in the current contract, to be exact. It reads: 'We may make changes to the Contract, the Charges, the Network Services and the Charge Limits by giving you(at least) 20 Business Days' notice in writing before we make a change.

Wendy Knowler, Consumer journalist

Knowler says MTN should have opted to implement the changes for new contracts only, not existing ones as well.

It creates a break in trust with customers to do this mid-contract.

Magauta Mphahlele, Ombudsman for Consumer Goods and Services

The Ombudsman for Consumer Goods and Services, Magauta Mphahlele, says consumer law stipulates that a service provider must give the customer the option to cancel their contract in such cases.

The ombud explains the Consumer Protection Act (CPA) allows consumers to cancel within 20 business days without any penalty.

Looking at the notice issued by MTN, it does not make reference to that consumer right.

Magauta Mphahlele, Ombudsman for Consumer Goods and Services

MTN should have explicitly stated in the notice to consumers that they do have the right to cancel.

Magauta Mphahlele, Ombudsman for Consumer Goods and Services

Mphahlele says MTN could have gone about introducing the subscription hike in a much better manner.

MTN’s communication executive Jacqui O’Sullivan was invited to respond on-air but was unavailable for the discussion.

Listen to the entire ConsumerTalk discussion on The Pippa Hudson Show:

Every Wednesday, on The Pippa Hudson Show, consumer expert Wendy Knowler provides useful insights and tips on how to make the most of your buying power.

For more stories visit the ConsumerTalk feature page.

Got a consumer case you need help resolving?

Email: consumer@knowler.co.za, put Cape Talk in the subject line, followed by the issue e.g. cellphone contract dispute


3 April 2019 4:07 PM
Tags:
MTN
Contract
CONSUMER OMBUDSMAN
fee hike

Recommended

More from ConsumerTalk with Wendy Knowler

woman-medical-care-doctore-insurance-form-pexels-photojpeg

The Ombudsman for Short-Term Insurance report - what were the complaints?

27 May 2020 7:58 PM

The Ombud for Short Term Insurance’s aim is to resolve short term insurance complaints ''fairly, efficiently and impartially''.

Share this:
Read More arrow_forward

woman-medical-care-doctore-insurance-form-pexels-photojpeg

When credit life insurance goes wrong because of a UIF payment

20 May 2020 7:51 PM

Wendy Knowler, consumer Ninja, on the small print and pitfalls of credit life insurance.

Share this:
Read More arrow_forward

191118bankingjpg

The banking report is out - our Consumer Ninja takes a look

13 May 2020 8:00 PM

The annual banking ombuds report has been released. Were they good, were they bad; how many complaints have been received?

Share this:
Read More arrow_forward

Cars-For Sale-Automotive-Industry-Dealership-Vehicles-service-wheels-123rf

Car sales and repairs reopen, but no clarity on motor licensing offices just yet

13 May 2020 5:17 PM

Car dealerships and repair shops have been allowed to reopen under very strict conditions, explains consumer journo Wendy Knowler.

Share this:
Read More arrow_forward

claim-deniedjpg

Consumer Ninja: Many credit life claims are being rejected

6 May 2020 8:00 PM

It seems many credit life claims are being rejected. Here are nine companies that were named and shamed in a new report.

Share this:
Read More arrow_forward

office-gym-wellness-trends-2018

Do I still have to pay my gym membership (and other consumer-related questions)?

29 April 2020 3:31 PM

You can send your consumer-related questions and queries to consumer journalist Wendy Knowler via consumer@knowler.co.za

Share this:
Read More arrow_forward

woman-medical-care-doctore-insurance-form-pexels-photojpeg

Who's offering relief? A look at medical aid, insurance and retirement annuities

8 April 2020 4:59 PM

Certified financial planner Kobus Kühn has compared what various companies, long-term insurers, and medical schemes are offering.

Share this:
Read More arrow_forward

bank-card-cash-money-walletjpeg

Here's what South African banks are offering when it comes to credit insurance

8 April 2020 4:15 PM

Consumer journalist Wendy Knowler has compiled some information regarding credit insurance policies offered by various banks.

Share this:
Read More arrow_forward

Loan lending

Payment holidays from the banks - can they be trusted?

25 March 2020 7:57 PM

Consumer Ninja, Wendy Knowler, on payment holidays from banks in which you get a break from interest and repayment of debt.

Share this:
Read More arrow_forward

consumer-talk-thumbnailjpg

When the coronavirus default tsunami hits, how will banks respond?

18 March 2020 8:03 PM

This edition of Consumer Corner looks at how lay-offs, closures and quarantine will impact people's income and ability to repay debt.

Share this:
Read More arrow_forward