1 reviews | Active since Nov 2023
Bad customer service
Mondo Called me and advertised them selves to me and I app**** for a contract mobile phone (Samsung S23 Ultra dual sim) with them on behalf of MTN on June 2023. We did everything on the phone but did not sign anything. the package did arrive to me on 22 June 2023 and we all know before you receive the package you have to sign for it 1st, which I did and when I Received the package and looked at it... It was the wrong Package, It was Samsung S23 Ultra single sim mobile phone... and I surely requested a dual sim. So I gave back the package to the same DSV courier and told him that they gave me the wrong Package it should be dual sim not single sim. So the DSV courier left with the Package. After few days MTN called me back and apologized for giving me the wrong package and promised to deliver the correct Package and even promised me a power bank for the inconveniences. which was fine by me... then the drama started days became a week and week became weeks... so I went to the MTN store and they said they do not work with onlines, I have to contact Mondo. I contacted Mondo and told them i would like to Cancel the package as I do not get feedback regarding my delivery and MTN is busy Debiting me. they said they are requesting a cancelation reference number from MTN and it takes 12\24 hours. and by that time it is July going to August. September i called them every two days and I get a new person and they tell me one story we are escalating your call and still waiting for cancelation number from MTN. and another lady took at least an effort to look at my profile and follow up while I was on hold and guess what... she said they don't even know whether MTN received the package from DSV so they have to contact DSV and they said I signed for the Package.. i told them yes you sign for the package before you receive it not the other way around.. i signed no where to show that i was returning the package but it returned with the same courier who was delivering it. and to prove that MTN received their package back they called me and apologized and also said they will rectify their mistake and that was the last I had from them(MTN). They refuse to assist me and tells me that they are escalating but they have the decency to send me an SMS that I owe MTN R31959.93 How do they bill non existing thing, i do not have a devise i do not have an MTN sim. so MTN is billing what. My credit score is affected and I cannot buy another phone Please Cancel this account because I do not have your device and is making my Life extremely hard. it has been six Months now just waiting for the Cancelation what a service Is funny when they want sales because everything always go smooth and good promises but when it comes to customer care Yoh they do not care!!!
Thank you for taking the time to write to us about your MTN cancellation request.
We sincerely apologize for the level of service you have received.
Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query.
Regards,
The Mondo Team
Thank you for taking the time to write to us about your MTN cancellation request.
We sincerely apologize for the level of service you have received.
Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query.
Regards,
The Mondo Team
I am and will be waiting for the call. with battery fully charged.
Regards,
M
I am and will be waiting for the call. with battery fully charged.
Regards,
M
You requested the Affidavit and i have sent you the Affidavit on the 15th of November 2023 as requested but there is no reply from you.
I have received the message on the 28th of November 2023 that says. (We've hit pause on your credit check until we have all the documents we need. Please chat to your agent to find out what we need from you) After getting the above message i called Mondo as it is my Agent. I followed up with Mondo and they said they do not know what that message means when a read to them and they said they are still following up with DSV Courier. On the 30 November 2023 i Received a call from DSV and they asked me how i received the Package. As always i told them that i did meet the Courier and he requested the copy of my ID and proof of resident and wanted my fingerprint before he gave me the Package... and after i gave him the required documents and my fingerprint, he gave me the Package and i viewed the Package from its box and did not open it and realized that it is the wrong Package... The colour was grey Samsung S23 instead of black and it only has 1 sim... and my order was a black Samsung S23 with dual sim. and i said to the currier bro i did not order a grey and single sim phone and he asked me and say what are you going to do? Are you going to keep it or return it? i said you must return with it, i even said the phone is too expensive to use 1 sim, if it was dual i would take it with grey colour... that is what i said while giving him back the sealed package. He did not give me back my documents or make me sign anything to show that he took back the phone. I do not recall whether it was the same day or the following day but i did receive a call. According to me i thought it was MTN because they said they apologize for giving me a wrong package and they will make the correct package and for the inconvenience they made me choose between headsets or power bank which i chose the power bank. That is when things stated to turn as i did not get any more calls and i started to call Mondo to Cancel my Order. And the same guy called me today on the 1st of December 2023 and made a conference call with the guy who said is the courier guy who brought the Package. And asked me the same questions as yesterday and i repeated myself again to him and with the person on the phone who says is the courier on the phone. Gues what? the person who says was the courier said he did not go back with the package. I was so shocked and even got lost of words. he said how come he has my documents if he did not deliver the packages..... and now they are taking the matter to the police.
Which I don’t mind. So, we must wait now. And no one from Mondo has called me via the process. I wanted to ask them so many questions but i was still shocked. I wanted to ask if they give the package before being given the required documents or not. They require the documents and fingerprints signatures 1st before they hand over the package for their own security which we understand. because you can hand a person the package without the requirements and the person can run with the Package. So where is our security us customers now the Currier just ****. where is the proof that i gave him back the Package? Did he take the package and **** a call for me to relax? This baffles me. Now let’s go to MTN MTN is billing me okay. where is the Sim card that they are billing? Is the device they are billing active? When was it active? How do they bill sim that is maybe not Ricard? @Mondo Was DSV supposed to call me without one of you on the call? Did you allow Dsv to call me without you as my agent? When we create a contract did you tell me about DSV? Why am i negotiating with DSV without you. You requested so much from me and i gave you my everything and time. Now i am wasting my airtime and what are you doing? Please give me update on what is the way forward with this as we are entering the 6th Month now.
You requested the Affidavit and i have sent you the Affidavit on the 15th of November 2023 as requested but there is no reply from you.
I have received the message on the 28th of November 2023 that says. (We've hit pause on your credit check until we have all the documents we need. Please chat to your agent to find out what we need from you) After getting the above message i called Mondo as it is my Agent. I followed up with Mondo and they said they do not know what that message means when a read to them and they said they are still following up with DSV Courier. On the 30 November 2023 i Received a call from DSV and they asked me how i received the Package. As always i told them that i did meet the Courier and he requested the copy of my ID and proof of resident and wanted my fingerprint before he gave me the Package... and after i gave him the required documents and my fingerprint, he gave me the Package and i viewed the Package from its box and did not open it and realized that it is the wrong Package... The colour was grey Samsung S23 instead of black and it only has 1 sim... and my order was a black Samsung S23 with dual sim. and i said to the currier bro i did not order a grey and single sim phone and he asked me and say what are you going to do? Are you going to keep it or return it? i said you must return with it, i even said the phone is too expensive to use 1 sim, if it was dual i would take it with grey colour... that is what i said while giving him back the sealed package. He did not give me back my documents or make me sign anything to show that he took back the phone. I do not recall whether it was the same day or the following day but i did receive a call. According to me i thought it was MTN because they said they apologize for giving me a wrong package and they will make the correct package and for the inconvenience they made me choose between headsets or power bank which i chose the power bank. That is when things stated to turn as i did not get any more calls and i started to call Mondo to Cancel my Order. And the same guy called me today on the 1st of December 2023 and made a conference call with the guy who said is the courier guy who brought the Package. And asked me the same questions as yesterday and i repeated myself again to him and with the person on the phone who says is the courier on the phone. Gues what? the person who says was the courier said he did not go back with the package. I was so shocked and even got lost of words. he said how come he has my documents if he did not deliver the packages..... and now they are taking the matter to the police.
Which I don’t mind. So, we must wait now. And no one from Mondo has called me via the process. I wanted to ask them so many questions but i was still shocked. I wanted to ask if they give the package before being given the required documents or not. They require the documents and fingerprints signatures 1st before they hand over the package for their own security which we understand. because you can hand a person the package without the requirements and the person can run with the Package. So where is our security us customers now the Currier just ****. where is the proof that i gave him back the Package? Did he take the package and **** a call for me to relax? This baffles me. Now let’s go to MTN MTN is billing me okay. where is the Sim card that they are billing? Is the device they are billing active? When was it active? How do they bill sim that is maybe not Ricard? @Mondo Was DSV supposed to call me without one of you on the call? Did you allow Dsv to call me without you as my agent? When we create a contract did you tell me about DSV? Why am i negotiating with DSV without you. You requested so much from me and i gave you my everything and time. Now i am wasting my airtime and what are you doing? Please give me update on what is the way forward with this as we are entering the 6th Month now.