Almost Two Months and Still No Cancellation

This is now a classic example of how internal escalations can become nothing more than a delaying tactic.

I requested the cancellation of my SIM card and device almost two months ago. Since then, I have followed up repeatedly, and every time the response is essentially the same: the matter has been “escalated” and is being attended to. Yet almost two months later, nothing has actually been resolved.

The latest explanation is that Mondo is waiting for an R-number/reference from the warehouse before the device cancellation can be processed. Fine — but what is particularly difficult to understand is that I was also told that cancelling a SIM card takes approximately 5–7 days. The SIM card in question is a standalone SIM, and it is still active and being billed almost two months later.

Even Mondo’s own internal escalation process appears to be useless. You call, you follow up, the matter is “escalated”, another promise is made, and then nothing happens. These repeated assurances mean very little when the customer continues to be charged.

And, of course, the charges continue into September.

What makes it worse is that MTN also benefits from these transactions, yet they have been equally unhelpful in getting the matter resolved. The customer is left carrying the cost while everyone hides behind internal processes.

At this point, the constant “escalation” and promises feel like nothing more than a way of buying time while the billing continues.

I simply want the services I requested to be cancelled to be cancelled, the incorrect charges reversed, and written confirmation that no further charges will be raised. Almost two months for a cancellation is completely unacceptable.