BILLED, NEVER DELIVERED: WORST CUSTOMER EXPERIENCE IN MY LIFE

I have never experienced such bad customer service from an establishment in my entire life, it is actually ridiculous!

I received a call on the last day of August 2017 regarding the telkom BIG AUGUST deal. I have been really considering getting this deal that entire month, so when i received the call i thought YAY, i could then do it this way. The agent advised me that i have coverage in my area & all is well as we went through the process to see if i am approved for this deal.

The agent advised that there is an admin fee & i was like no problem - thinking this saved me time and effort. I also agreed to take an additional item out (telkom FreeMe sim) since the offer was good. Once we were done with all the formalities and i accepted the offer at hand, on the same day (31 August 2017) i received a welcome to MONDO sms, saying the admin fee will be debited in the next 24 hours. As the SMS said, my account was debited with the admin fee.

I was also advised that delivery takes 7 to 14 working days and the courier company will contact me. About a week and a half later i received a call from the courier company to arrange delivery for the Saturday if i remember correctly, i advised them that they should contact me on Monday, 18 September 2017 as will be away for work and return on Monday. Whilst being away i was in meetings all day, away from my phone. I did therefore receive a few missed calls from numbers i do not know (when trying to call back it did not work), i also received about 3 SMS with reference numbers to say i should contact the courier company (bearing in mind i asked them to only call me on Monday the 18th of September and their package was not the only one i was expecting).

When i returned to the office, i tried contacting the courier company and managed to get through, the agent advised me that someone will contact me to arrange delivery for Thursday, 21 September 2017. I advised the agent that i will not be available on that day and we should arrange delivery for that Friday, 22 September instead.

Friday came and gone and no one contacted me regarding the delivery of my package, i thought hey wait i will give it a few days maybe there is a delay for some reason. The following week on Wednesday the 27th of September i called the courier company and explained what happened (as i have to keep explaining the same story over and over each time) they told me that it is no longer with them and i will need to contact Mondo directly as they have given it back.

I then called Mondo and to my surprise i was advised that i cancelled my package with them as it states cancelled on the system, which i have not done. I was in disbelief.... I then had to explain my story again, the agent did not even know what to say to me in that moment in time and then asked to put me on hold. Upon her return, she advised that they will reactivate my package on their side and someone from the courier will contact me again for delivery (you know the same old story) PLUS that my admin fee will be refunded for all the inconvenience they caused, funny enough NO ONE contacted me ever again and my money was never refunded.

I called them AGAIN on the 3rd of October 2017, this time i was really rather angry. I had to explain the story with all the additions now AGAIN!! I could not understand, all calls are recorded everything is logged on a system, yet i need to sound like a tape recorder and cannot get the actual help i need. The agent i spoke to said the same thing the previous one said basically AND had me on hold for FIFTEEN MINUTES without saying why... and let me just say that up until now i have STILL NOT RECEIVED ANY FEEDBACK!

Since then i have sent two e-mails to ********** with NO response received, i have sent an inbox message on 5 October 2017 and received a response yesterday evening only, 11 October 2017, to ask if my query has been resolved - but no one has contacted me so how is it supposed to be resolved? I have also tried calling numerous times and wait for an agent way too long.

Can management or someone please contact me regarding this issue ASAP!