BW
Belinda W
1 reviews | Active since Jan 2022
10 Mar 2023, 09:10
BAD SERVICE
<div>On 27 February 2023, Mbali from Mondo On-Line phoned me to offer me an upgrade on my phone which is currently on a month-to-month basis with MTN. I agreed to sign up for a contract with a Huawei Nova Y70 Plus (which has 128 GB onboard memory) for R229.00 per month and I would receive R135.00 airtime per month. On 2 March 2023, DSV couriers delivered my parcel. After the DSV courier driver left I opened my parcel only to find that they had delivered a Huawei Nova Y70 (which only has 64 GB onboard memory). I immediately phoned the number on the invoice which I received with the parcel and after being transferred and being cut off 6 times I eventually got through to a Viwe Cokoto who said he would send an email to Mondo Sales Admin for them to arrange collection of the incorrect device. I was copied in on an email that Viwe (email ***) sent to Mondo Sales Admin asking that they uplift the incorrect device due to my nearest store being a franchise and they can not take the device. On 2 March 2023, I sent the following email to Viwe and Mondo Sales Admin "This is to notify you that I am canceling this contract with immediate effect and I await your response with regards to the collection of the incorrectly supp**** Nova Y70." After numerous emails to Viwe and Mondo Sales Admin, they eventually collected the incorrect device on 7 March 2023. On 8 March 2023, I went into the MTN store at Jacqueline Mall in Randhart to take out a contract for a new device only to be informed that Mondo had not yet canceled the contract. I phoned the Rewardsco ***) division on 9 March 2023 at 12:23 and spoke to Fred Bele. After explaining my problem he said he would log a request to cancel the contract. I asked him how long it would take and he said 7 - 14 working days which means that I will have to be without a phone for 2 weeks due to Mondo's incompetence.</div>
Helpful (0)
Replies (11)0
Replies (11)
Mondo's replyOfficial
10 Mar 2023, 09:24Hi Belinda,
Thank you for taking the time to write to us about your MTN cancellation query.
Please note that a request has been sent to the MTN warehouse team to confirm if the order was returned to the warehouse.
Once confirmation is received, a cancellation request will be sent to MTN Cancellations Department.
We do apologize for the delay and inconvenience caused.
Once your cancellation is done and your query is resolved, we will advise you accordingly.
Case No: RCO358253
Regards,
The Mondo Team
Thank you for taking the time to write to us about your MTN cancellation query.
Please note that a request has been sent to the MTN warehouse team to confirm if the order was returned to the warehouse.
Once confirmation is received, a cancellation request will be sent to MTN Cancellations Department.
We do apologize for the delay and inconvenience caused.
Once your cancellation is done and your query is resolved, we will advise you accordingly.
Case No: RCO358253
Regards,
The Mondo Team
Mondo's reply10 Mar 2023, 09:24
Official
Hi Belinda,
Thank you for taking the time to write to us about your MTN cancellation query.
Please note that a request has been sent to the MTN warehouse team to confirm if the order was returned to the warehouse.
Once confirmation is received, a cancellation request will be sent to MTN Cancellations Department.
We do apologize for the delay and inconvenience caused.
Once your cancellation is done and your query is resolved, we will advise you accordingly.
Case No: RCO358253
Regards,
The Mondo Team
Thank you for taking the time to write to us about your MTN cancellation query.
Please note that a request has been sent to the MTN warehouse team to confirm if the order was returned to the warehouse.
Once confirmation is received, a cancellation request will be sent to MTN Cancellations Department.
We do apologize for the delay and inconvenience caused.
Once your cancellation is done and your query is resolved, we will advise you accordingly.
Case No: RCO358253
Regards,
The Mondo Team
BW
Belinda W's updateReviewer Update
10 Mar 2023, 09:44Good day,
Thank you for your response but it does not resolve my problem.
Firstly the contract was not taken out by MTN but by Mondo so you are the ones delaying the cancellation. As I said in my review Mondo was advised on 2 March 2023 to collect the incorrect device and cancel the contract with immediate effect. For whatever reason, the device was only collected on 7 March 2023 and I then get told it will take 7 - 14 working days to cancel the contract.
This is totally unacceptable and I want the contract canceled today by end of business.
I await the proof that the contract has been canceled. I have also contacted ICASA regarding this unacceptable service.
Thank you for your response but it does not resolve my problem.
Firstly the contract was not taken out by MTN but by Mondo so you are the ones delaying the cancellation. As I said in my review Mondo was advised on 2 March 2023 to collect the incorrect device and cancel the contract with immediate effect. For whatever reason, the device was only collected on 7 March 2023 and I then get told it will take 7 - 14 working days to cancel the contract.
This is totally unacceptable and I want the contract canceled today by end of business.
I await the proof that the contract has been canceled. I have also contacted ICASA regarding this unacceptable service.
BW
Belinda W's update10 Mar 2023, 09:44
Reviewer Update
Good day,
Thank you for your response but it does not resolve my problem.
Firstly the contract was not taken out by MTN but by Mondo so you are the ones delaying the cancellation. As I said in my review Mondo was advised on 2 March 2023 to collect the incorrect device and cancel the contract with immediate effect. For whatever reason, the device was only collected on 7 March 2023 and I then get told it will take 7 - 14 working days to cancel the contract.
This is totally unacceptable and I want the contract canceled today by end of business.
I await the proof that the contract has been canceled. I have also contacted ICASA regarding this unacceptable service.
Thank you for your response but it does not resolve my problem.
Firstly the contract was not taken out by MTN but by Mondo so you are the ones delaying the cancellation. As I said in my review Mondo was advised on 2 March 2023 to collect the incorrect device and cancel the contract with immediate effect. For whatever reason, the device was only collected on 7 March 2023 and I then get told it will take 7 - 14 working days to cancel the contract.
This is totally unacceptable and I want the contract canceled today by end of business.
I await the proof that the contract has been canceled. I have also contacted ICASA regarding this unacceptable service.
Mondo's replyOfficial
10 Mar 2023, 09:50Hi Belinda,
You are welcome.
Yes, the contract was done by Mondo, however, we are a trade partner to MTN. Due to this, when a customer requires a cancellation, invoices, collections, statements, etc, we are required to request this from MTN direct, as we have limited access to the MTN system.
We do apologize for the above, however, this has been sent to the relevant team and we are awaiting feedback.
Regards,
The Mondo Team
You are welcome.
Yes, the contract was done by Mondo, however, we are a trade partner to MTN. Due to this, when a customer requires a cancellation, invoices, collections, statements, etc, we are required to request this from MTN direct, as we have limited access to the MTN system.
We do apologize for the above, however, this has been sent to the relevant team and we are awaiting feedback.
Regards,
The Mondo Team
Mondo's reply10 Mar 2023, 09:50
Official
Hi Belinda,
You are welcome.
Yes, the contract was done by Mondo, however, we are a trade partner to MTN. Due to this, when a customer requires a cancellation, invoices, collections, statements, etc, we are required to request this from MTN direct, as we have limited access to the MTN system.
We do apologize for the above, however, this has been sent to the relevant team and we are awaiting feedback.
Regards,
The Mondo Team
You are welcome.
Yes, the contract was done by Mondo, however, we are a trade partner to MTN. Due to this, when a customer requires a cancellation, invoices, collections, statements, etc, we are required to request this from MTN direct, as we have limited access to the MTN system.
We do apologize for the above, however, this has been sent to the relevant team and we are awaiting feedback.
Regards,
The Mondo Team
BW
Belinda W's updateReviewer Update
10 Mar 2023, 09:55Good day,
If that is the case that MTN must do the cancellation why when I went to MTN Jacqueline Mall Alberton they were unable to cancel the contract on the MTN system.
All I want is for the contract to be cancelled by end of business today so that I can go into the store tomorrow and take out a new contract.
If that is the case that MTN must do the cancellation why when I went to MTN Jacqueline Mall Alberton they were unable to cancel the contract on the MTN system.
All I want is for the contract to be cancelled by end of business today so that I can go into the store tomorrow and take out a new contract.
BW
Belinda W's update10 Mar 2023, 09:55
Reviewer Update
Good day,
If that is the case that MTN must do the cancellation why when I went to MTN Jacqueline Mall Alberton they were unable to cancel the contract on the MTN system.
All I want is for the contract to be cancelled by end of business today so that I can go into the store tomorrow and take out a new contract.
If that is the case that MTN must do the cancellation why when I went to MTN Jacqueline Mall Alberton they were unable to cancel the contract on the MTN system.
All I want is for the contract to be cancelled by end of business today so that I can go into the store tomorrow and take out a new contract.
Mondo's replyOfficial
10 Mar 2023, 10:34Due to the contract being processed by Mondo, we are required to send a request to MTN in order to cancel. The store will not be able to cancel, as the order was not done at that specific store.
Please be advised that we are awaiting confirmation from the MTN warehouse department stipulating that the device was returned. The device was only collected this week, therefore, you are still within the turnaround time for cancellation.
You will receive a confirmation email once the cancellation is done.
Please be advised that we are awaiting confirmation from the MTN warehouse department stipulating that the device was returned. The device was only collected this week, therefore, you are still within the turnaround time for cancellation.
You will receive a confirmation email once the cancellation is done.
Mondo's reply10 Mar 2023, 10:34
Official
Due to the contract being processed by Mondo, we are required to send a request to MTN in order to cancel. The store will not be able to cancel, as the order was not done at that specific store.
Please be advised that we are awaiting confirmation from the MTN warehouse department stipulating that the device was returned. The device was only collected this week, therefore, you are still within the turnaround time for cancellation.
You will receive a confirmation email once the cancellation is done.
Please be advised that we are awaiting confirmation from the MTN warehouse department stipulating that the device was returned. The device was only collected this week, therefore, you are still within the turnaround time for cancellation.
You will receive a confirmation email once the cancellation is done.
BW
Belinda W's updateReviewer Update
10 Mar 2023, 12:02I sent through the collection slip so surely that is sufficient for them to cancel the contract as requested. Once again I as the customer must suffer the inconvenience. I am sitting with no phone and I am expected to just wait until Mondo decides to do their job. I am not the one that packed the device but I must be the one to email repeatedly to get assistance. I will never use Mondo again or recommend them to anyone.
BW
Belinda W's update10 Mar 2023, 12:02
Reviewer Update
I sent through the collection slip so surely that is sufficient for them to cancel the contract as requested. Once again I as the customer must suffer the inconvenience. I am sitting with no phone and I am expected to just wait until Mondo decides to do their job. I am not the one that packed the device but I must be the one to email repeatedly to get assistance. I will never use Mondo again or recommend them to anyone.
Mondo's replyOfficial
10 Mar 2023, 12:13Kindly note that MTN requires confirmation from the warehouse department in order to commence with the cancellation.
Your query is being handled by our Hello Peter Team and the necessary follow-up emails/escalations will be sent and you will be updated.
Your query is being handled by our Hello Peter Team and the necessary follow-up emails/escalations will be sent and you will be updated.
Mondo's reply10 Mar 2023, 12:13
Official
Kindly note that MTN requires confirmation from the warehouse department in order to commence with the cancellation.
Your query is being handled by our Hello Peter Team and the necessary follow-up emails/escalations will be sent and you will be updated.
Your query is being handled by our Hello Peter Team and the necessary follow-up emails/escalations will be sent and you will be updated.
BW
Belinda W's updateReviewer Update
10 Mar 2023, 12:49DSV Collection slip.jpg 1.02 MBHere is the collection slip. How long does it take for DSV to deliver the device to the MTN warehouse?
BW
Belinda W's update10 Mar 2023, 12:49
Reviewer Update
DSV Collection slip.jpg 1.02 MBHere is the collection slip. How long does it take for DSV to deliver the device to the MTN warehouse?
Mondo's replyOfficial
10 Mar 2023, 16:34It depends on where you are located, as the MTN warehouse is in Johannesburg.
Mondo's reply10 Mar 2023, 16:34
Official
It depends on where you are located, as the MTN warehouse is in Johannesburg.
Mondo's replyOfficial
27 Mar 2023, 15:38Good Day Belinda,
Trust you are well.
Please note that your MTN line has been cancelled and deactivated.
MTN Cancellation Reference: SR# ***
A request has been sent to MTN to process a credit.
We do apologize for the delay and inconvenience caused.
Have a lovely day further.
Regards,
The Mondo Team
Trust you are well.
Please note that your MTN line has been cancelled and deactivated.
MTN Cancellation Reference: SR# ***
A request has been sent to MTN to process a credit.
We do apologize for the delay and inconvenience caused.
Have a lovely day further.
Regards,
The Mondo Team
Mondo's reply27 Mar 2023, 15:38
Official
Good Day Belinda,
Trust you are well.
Please note that your MTN line has been cancelled and deactivated.
MTN Cancellation Reference: SR# ***
A request has been sent to MTN to process a credit.
We do apologize for the delay and inconvenience caused.
Have a lovely day further.
Regards,
The Mondo Team
Trust you are well.
Please note that your MTN line has been cancelled and deactivated.
MTN Cancellation Reference: SR# ***
A request has been sent to MTN to process a credit.
We do apologize for the delay and inconvenience caused.
Have a lovely day further.
Regards,
The Mondo Team
Mondo's replyOfficial
29 Mar 2023, 15:06Good Day Belinda,
Trust you are well.
Please note that your MTN line has been cancelled and deactivated.
As per the MTN system, credit was passed to your MTN account.
Cancellation Reference Number: SR# ***
Credit Reference Number: SR# ***
Adjustment Number: MC***
You may contact the MTN Accounts Dept. on *** for assistance regarding your credit/account.
Due to the above, your query will now be closed.
We do apologize for the delay and inconvenience caused, however, thank you for allowing us to look into your query.
Have a great day further.
Regards,
The Mondo Team
Trust you are well.
Please note that your MTN line has been cancelled and deactivated.
As per the MTN system, credit was passed to your MTN account.
Cancellation Reference Number: SR# ***
Credit Reference Number: SR# ***
Adjustment Number: MC***
You may contact the MTN Accounts Dept. on *** for assistance regarding your credit/account.
Due to the above, your query will now be closed.
We do apologize for the delay and inconvenience caused, however, thank you for allowing us to look into your query.
Have a great day further.
Regards,
The Mondo Team
Mondo's reply29 Mar 2023, 15:06
Official
Good Day Belinda,
Trust you are well.
Please note that your MTN line has been cancelled and deactivated.
As per the MTN system, credit was passed to your MTN account.
Cancellation Reference Number: SR# ***
Credit Reference Number: SR# ***
Adjustment Number: MC***
You may contact the MTN Accounts Dept. on *** for assistance regarding your credit/account.
Due to the above, your query will now be closed.
We do apologize for the delay and inconvenience caused, however, thank you for allowing us to look into your query.
Have a great day further.
Regards,
The Mondo Team
Trust you are well.
Please note that your MTN line has been cancelled and deactivated.
As per the MTN system, credit was passed to your MTN account.
Cancellation Reference Number: SR# ***
Credit Reference Number: SR# ***
Adjustment Number: MC***
You may contact the MTN Accounts Dept. on *** for assistance regarding your credit/account.
Due to the above, your query will now be closed.
We do apologize for the delay and inconvenience caused, however, thank you for allowing us to look into your query.
Have a great day further.
Regards,
The Mondo Team