Absolutely pathetic service!

Absolutely pathetic service! .... it is more than two months later and despite their response, Mondo has still done nothing but take more money from our account. I am now seeking legal advice.

1 December, and not only did Mondo take money from our account (AGAIN), they took an amount of R1737. This after we received 2 very courteous calls after our last post here, with lots of apologising and "is there anything else we can do for you?" and saying that they are sorting it out. As mentioned in our first post, Mondo was quick to sell us a "good" deal, but when it comes to rectifying a matter, they are nowhere (even after they admitted that they had misled us.) (One of their agents recently called and had the gall to ask me why we are cancelling the contract. They expected me to explain to them all over again what the background was (and why we are owed money). Unbelievable. Now going to the newspapers with our story.

UPDATE: After my earlier post today, Kimona from Mondo phoned me back. The first question she asked me was what the R1737 was for and/or to e-mail her a copy of my statement so that she can check because it might be a cancellation fee. (It was more like an interrogation than a request, and she just kept talking - did not give me a chance to speak until I actually had to shout to get her to keep quiet.) She explained to me that Telkom is the company who is taking money from my account, and that it is not them (Mondo). She is therefore trying to excuse Mondo in this matter. Not the first time! When we initially tried to cancel the contract, I had to take the time and effort (and spend the money), to courier the device back as, according to them - again making excuses - (I see a pattern here), the process of refunding me and cancelling the contract could not be put into motion before they had the device back. The contract between Telkom and Mondo is not my concern, nor is it my responsibility to produce evidence of deductions, or to explain what the deductions in this matter were for. My time. My money. No movement on this for 7 months. It's ********.

TELKOM MONDO: ATTENTION KIM - E.R. Bedeker - 7 Feb 2017

Good afternoon Kim,
My previous e-mail with attachments relating to this matter refers.
We received a payment of R2240.70 from "MONDO MOBILE TELKOM" on the 2nd of February, thank you. However, in total an amount of R3 678,45 was deducted from our account by Telkom Mondo. When can we expect to receive the balance of R1437,75 that you still owe us?

R. Bedeker
--------------------
From: R.Bedeker
Date: 26 Jan 2017
Subject: TELKOM MONDO: ATTENTION KIM
To: ********** **********

Good morning Kim,
As discussed yesterday, herewith the history of this account over the past 9 months.
We have been battling to get these amounts reimbursed, which now totals R3 678,45. From April to October a total amount of R1940,70 was debited from my wife's account and then on the 30th of November an additional amount of R1 737,75 was debited.
I also attach the full history of e-mails and Hello Peter posts. You will also note that I have included the Consumer Goods and Services Ombud office in this e-mail who we have approached in the interim to deal with this complaint against Telkom Mondo.
After months of repeated empty promises, we expect a re-imbur*****t of the full amount of R3 678,45 in order to finally put this matter to rest.

R.Bedeker

..... and here's the history .....

E-MAIL CORRESPONDENCE:

From: **********

Sent: Wednesday, July 13, 2016 10:06 AM

Subject: Courier Device

Good day,

Trust that you are well. As discussed please courier the device in original packaging to the address below. Please send me proof of payment for the courier so that I can submit credits for you.

Att : Kimona Pillay

Address : 2 Ncondo Place(RewardsCo), Umhlanga Ridge, Umhlanga, KwaZulu Natal, 4319

Contact Number : **********

Email : **********

Have a lovey day further.

Kind Regards,

Balungile Bianca Qwabe

Risk & ***** Investigator

Email: **********

__________________________________________________________________________________

From: R.Bedeker

To: **********

Sent: July 18, 2016

Re: Courier Device

Good afternoon

Attached is the receipt for the courier costs, as well as a breakdown of charges to my bank account.

Please confirm receipt, as well as whether you have received the device.

R.Bedeker

Jul 27 at 1:10 PM
To: **********

Good afternoon

As you are aware, this matter has been ongoing since April. By your own admission, you

were at fault, having misled us about the functionality of the device. I was informed that I will

be fully compensated for all costs relating to this matter, but have since then not been

contacted. (The device was couriered to you on 13 July.)

Should I not receive a response from you, I will take the matter further.

R.Bedeker

__________________________________________________________________________________

Sep 1 at 6:36 PM

To: **********

As you will see from your records, I requested that my subscription to Telkom Mondo be cancelled, as I was (by your own admission) misled in the operating functions of the device. (I was not informed that it can only be used in a Telkom Wifi Hotspot, and not at my residence, a point that I specifically enquired about in April, when I first became interested in making use of this service.)

When I spoke to your consultants on a number of occasions, I was informed that, once the device has been returned (which was on 19 July), I shall be reimbursed for the monthly payments of R288. To date, nothing has been cancelled, and I am paying for a device that is no longer even in my possession.

Pursuant to yet another R288 that was deducted from my account this month, I am forced to take the matter further, be it the media, Carte Blanche, Hello Peter, etc. I have only been reimbursed R300, being courier costs when I sent the device back to your offices in KZN.

Despite numerous calls and e-mails, I have not been given any feedback in the matter. To date I have paid at least R1440 for a device and a service that I have not ever used.

__________________________________________________________________________________

From: R Bedeker

To: **********

Sent: Nov 15, 2016 3:07 PM

Subject: Acc. No. ********** 39 - E.R. Bedeker

Good afternoon

Pursuant to our telephone conversation earlier today about reimbur*****t for costs debited to my account, please find attached a summary of my bank statements.

I wait to hear from you.

E.R. Bedeker

__________________________________________________________________________________

URGENT Fw: Acc. No. ********** 39 - E.R. Bedeker

1 Dec 2016 at 9:59 AM

To: **********

Good morning

There has been a deduction of R1737 on my bank account from you. After your positive words when you phoned me, I was really hoping that you would finally rectify this matter. What is going on and why was I not reimbursed???? (And as per my previous e-mail, the amount owing is actually R1940.70 in any case - and that is not even with interest added.)

What is wrong with you that you cannot simply reimburse me so that I can get you and your useless company out of my life??? I will NEVER recommend you to anyone. In fact, I will warn people (known and unknown to me) about the absolutely disgusting way in which you have handled this (or more precisely, NOT handled it).

I EXPECT A REIMBUR*****T TODAY. DO NOT BOTHER TO PHONE ME - I DO NOT WISH TO

SPEAK TO ANYONE FROM YOUR COMPANY - EVER AGAIN.

__________________________________________________________________________________

Fw: URGENT Fw: Acc. No. ********** 39 ‐ E.R. Bedeker

1 Dec at 2:45 PM

To: **********

As stated, I understand that Telkom is one of your service providers, but I am not responsible for that. If you offer a service and make use of a service provider who is the one deducting money from my account, that it not my responsibility. The onus remains on you to rectify this matter and have me reimbursed. I would also like to put on record that I do not appreciate the way that I was spoken to - not giving me a chance to speak and interrogating me about what the amount was for (and demanding that I produce my statement, as this amount could be for cancellation costs. What cancellation fee? In light of the fact that we have been trying for 7 months to cancel the contract, and have never used the device (as stated, the device was couriered back to KZN in July already), mention of a cancellation fee is totally unacceptable and ridiculous.

......... and still we wait

It has been 1 year now since our disastrous experience with Telkom MONDO started and still there's no end in sight. After my previous post on 12 March 2017 we received a call from them enquiring why we had posted on HP again if they'd already paid us. They didn't bother to read through the history of e-mails we sent them explaining that they had short paid us, with proof attached, as follows ....

Date: 26 January 2017
Subject: TELKOM MONDO: ATTENTION KIM - E.R. Bedeker
To: "To: ********** ********** ********** />
Good morning Kim,

As discussed yesterday, herewith the history of this account over the past 9 months.

We have been battling to get these amounts reimbursed, which now totals R3 678,45. From April to October a total amount of R1940,70 was debited from my wife's account and then on the 30th of November an additional amount of R1 737,75 was debited.

I also attach the full history of e-mails and Hello Peter posts. You will also note that I have included the Consumer Goods and Services Ombud office in this e-mail who we have approached in the interim to deal with this complaint against Telkom Mondo.

After months of repeated empty promises, we expect a re-imbur*****t of the full amount of R3 678,45 in order to finally put this matter to rest.

regards,

R. Bedeker

Date: 7 February 2017
Subject: TELKOM MONDO: ATTENTION KIM - E.R. Bedeker
To: "To: ********** ********** **********

Good afternoon Kim,

My previous e-mail with attachments relating to this matter refers.

We received a payment of R2240.70 from "MONDO MOBILE TELKOM" on the 2nd of February, thank you. However, in total an amount of R3 678,45 was deducted from our account by Telkom Mondo. When can we expect to receive the balance of R1437,75 that you still owe us?

R.Bedeker

After explaining this to them they have gone silent ... AGAIN! .... and again, we wait ...................

So, Kim contacted my wife after my previous post (as was to be expected as Mondo only seems to react to Hello Peter posts) approximately a month ago, requested her to send the supporting proof AGAIN, and then went silent .... AGAIN! So Mondo have for the umpteenth time proven themselves totally inept at providing any level of after sales client service ..... and again .... we wait!