FK
Fayez K
1 reviews | Active since Jan 2019
01 Mar 2022, 09:56
Did not dis close billing and confirmed incorrectly
I have contacted mtn 135 the lady by the name of Mbali has asked me to contact mondo.
I would like to report a case of over debited account . Mrs P .Pillay confirmed r420 debit order and the account was debited r1171.
Please send me the recording when I did the contract upgrade cause I made the agent confirm any charges other than the r420 and she confirmed there will be none.i stated that I do not want the contract if I'm paying anything more than r420 from first debit.
My upgraded contracts was *** ***
Helpful (0)
Replies (10)0
Replies (10)
Mondo's replyOfficial
01 Mar 2022, 10:59Good day Fayez,
Thank you for taking the time to write to us about your MTN query.
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.
Your Case Number is: RCO191555
Regards,
The Mondo Team
Thank you for taking the time to write to us about your MTN query.
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.
Your Case Number is: RCO191555
Regards,
The Mondo Team
Mondo's reply01 Mar 2022, 10:59
Official
Good day Fayez,
Thank you for taking the time to write to us about your MTN query.
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.
Your Case Number is: RCO191555
Regards,
The Mondo Team
Thank you for taking the time to write to us about your MTN query.
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.
Your Case Number is: RCO191555
Regards,
The Mondo Team
Mondo's replyOfficial
03 Mar 2022, 16:29Hi Fayez,
Trust you are well.
Please note that an investigation has been logged for the sale call recording to be assessed.
Once we receive feedback, we will advise you accordingly.
Regards,
The Mondo Team
Trust you are well.
Please note that an investigation has been logged for the sale call recording to be assessed.
Once we receive feedback, we will advise you accordingly.
Regards,
The Mondo Team
Mondo's reply03 Mar 2022, 16:29
Official
Hi Fayez,
Trust you are well.
Please note that an investigation has been logged for the sale call recording to be assessed.
Once we receive feedback, we will advise you accordingly.
Regards,
The Mondo Team
Trust you are well.
Please note that an investigation has been logged for the sale call recording to be assessed.
Once we receive feedback, we will advise you accordingly.
Regards,
The Mondo Team
Mondo's replyOfficial
03 Mar 2022, 16:43Hi Fayez,
As discussed with Nicole, please note that we have requested for an urgent investigation to be done.
We do apologize for the inconvenience caused.
Regards,
The Mondo Team
As discussed with Nicole, please note that we have requested for an urgent investigation to be done.
We do apologize for the inconvenience caused.
Regards,
The Mondo Team
Mondo's reply03 Mar 2022, 16:43
Official
Hi Fayez,
As discussed with Nicole, please note that we have requested for an urgent investigation to be done.
We do apologize for the inconvenience caused.
Regards,
The Mondo Team
As discussed with Nicole, please note that we have requested for an urgent investigation to be done.
We do apologize for the inconvenience caused.
Regards,
The Mondo Team
FK
Fayez K's updateReviewer Update
07 Mar 2022, 10:22Please note I am still awaiting feed back and the voice script that was done with miss p pillay for the upgrades
FK
Fayez K's update07 Mar 2022, 10:22
Reviewer Update
Please note I am still awaiting feed back and the voice script that was done with miss p pillay for the upgrades
Mondo's replyOfficial
07 Mar 2022, 16:06 Hi Fayez,
Trust you are well.
As discussed, please take note of the below.
Dispute 1:
*** - RCO193279
Query was deemed in Valid (in your favor) - The dispute will be deemed valid the customer was told he can upgrade after three months and change his package, however he was not advised he will be charged an early upgrade fee.
Due to the agent not advising you that this was an early upgrade, a credit of the extra charge will be credited into your account.
Kindly forward us your bank statement, which confirms the name of your bank, account number and account type.
Credit will reflect into your account at the end of next week.
Amount which will be credited is R191.
Dispute 2:
*** - RCO193294
Query was deemed invalid (not in your favor) - Query Deemed Invalid as the agent captured the correct DV code with the subscription of R259 (*** CT 00015).
Even though the sales consultant captured your deal correctly, there is a bill error on MTN's side, therefore, a remedy ticket has been logged with the MTN IT Billing Team in order to correct the billing and correct your monthly subscription.
Monthly Subscription: R259 per month.
Kindly note that once we receive feedback, regarding the above, we will advise you accordingly.
Regards,
The Mondo Team
Trust you are well.
As discussed, please take note of the below.
Dispute 1:
*** - RCO193279
Query was deemed in Valid (in your favor) - The dispute will be deemed valid the customer was told he can upgrade after three months and change his package, however he was not advised he will be charged an early upgrade fee.
Due to the agent not advising you that this was an early upgrade, a credit of the extra charge will be credited into your account.
Kindly forward us your bank statement, which confirms the name of your bank, account number and account type.
Credit will reflect into your account at the end of next week.
Amount which will be credited is R191.
Dispute 2:
*** - RCO193294
Query was deemed invalid (not in your favor) - Query Deemed Invalid as the agent captured the correct DV code with the subscription of R259 (*** CT 00015).
Even though the sales consultant captured your deal correctly, there is a bill error on MTN's side, therefore, a remedy ticket has been logged with the MTN IT Billing Team in order to correct the billing and correct your monthly subscription.
Monthly Subscription: R259 per month.
Kindly note that once we receive feedback, regarding the above, we will advise you accordingly.
Regards,
The Mondo Team
Mondo's reply07 Mar 2022, 16:06
Official
Hi Fayez,
Trust you are well.
As discussed, please take note of the below.
Dispute 1:
*** - RCO193279
Query was deemed in Valid (in your favor) - The dispute will be deemed valid the customer was told he can upgrade after three months and change his package, however he was not advised he will be charged an early upgrade fee.
Due to the agent not advising you that this was an early upgrade, a credit of the extra charge will be credited into your account.
Kindly forward us your bank statement, which confirms the name of your bank, account number and account type.
Credit will reflect into your account at the end of next week.
Amount which will be credited is R191.
Dispute 2:
*** - RCO193294
Query was deemed invalid (not in your favor) - Query Deemed Invalid as the agent captured the correct DV code with the subscription of R259 (*** CT 00015).
Even though the sales consultant captured your deal correctly, there is a bill error on MTN's side, therefore, a remedy ticket has been logged with the MTN IT Billing Team in order to correct the billing and correct your monthly subscription.
Monthly Subscription: R259 per month.
Kindly note that once we receive feedback, regarding the above, we will advise you accordingly.
Regards,
The Mondo Team
Trust you are well.
As discussed, please take note of the below.
Dispute 1:
*** - RCO193279
Query was deemed in Valid (in your favor) - The dispute will be deemed valid the customer was told he can upgrade after three months and change his package, however he was not advised he will be charged an early upgrade fee.
Due to the agent not advising you that this was an early upgrade, a credit of the extra charge will be credited into your account.
Kindly forward us your bank statement, which confirms the name of your bank, account number and account type.
Credit will reflect into your account at the end of next week.
Amount which will be credited is R191.
Dispute 2:
*** - RCO193294
Query was deemed invalid (not in your favor) - Query Deemed Invalid as the agent captured the correct DV code with the subscription of R259 (*** CT 00015).
Even though the sales consultant captured your deal correctly, there is a bill error on MTN's side, therefore, a remedy ticket has been logged with the MTN IT Billing Team in order to correct the billing and correct your monthly subscription.
Monthly Subscription: R259 per month.
Kindly note that once we receive feedback, regarding the above, we will advise you accordingly.
Regards,
The Mondo Team
FK
Fayez K's updateReviewer Update
14 Mar 2022, 17:13Hi Nicole thank you for resolving dispute 1 I will confirm when credit reaches my account. Please try and rectify dispute 2 as the next debit order will affect my budget again.is mtn going to credit my account for dispute 2? As the error was not mine when agreeing to the subscription
FK
Fayez K's update14 Mar 2022, 17:13
Reviewer Update
Hi Nicole thank you for resolving dispute 1 I will confirm when credit reaches my account. Please try and rectify dispute 2 as the next debit order will affect my budget again.is mtn going to credit my account for dispute 2? As the error was not mine when agreeing to the subscription
Mondo's replyOfficial
14 Mar 2022, 17:17Hi Fayez,
Thank you for taking the time to provide feedback.
We sincerely apologize for the level of service you have received.
Our team is currently investigating your second 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 provide feedback.
We sincerely apologize for the level of service you have received.
Our team is currently investigating your second query. We will get one of our Customer Care Consultant to contact you and assist with your query.
Regards,
The Mondo Team
Mondo's reply14 Mar 2022, 17:17
Official
Hi Fayez,
Thank you for taking the time to provide feedback.
We sincerely apologize for the level of service you have received.
Our team is currently investigating your second 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 provide feedback.
We sincerely apologize for the level of service you have received.
Our team is currently investigating your second query. We will get one of our Customer Care Consultant to contact you and assist with your query.
Regards,
The Mondo Team
FK
Fayez K's updateReviewer Update
21 Mar 2022, 22:31Thank you I have received the credit for dispute 2 .. I am still awaiting on feed back for dispute 2
FK
Fayez K's update21 Mar 2022, 22:31
Reviewer Update
Thank you I have received the credit for dispute 2 .. I am still awaiting on feed back for dispute 2
FK
Fayez K's updateReviewer Update
21 Mar 2022, 22:34I have received the credit for dispute 1. I'm still awaiting feed back on dispute 2
FK
Fayez K's update21 Mar 2022, 22:34
Reviewer Update
I have received the credit for dispute 1. I'm still awaiting feed back on dispute 2
Mondo's replyOfficial
04 Apr 2022, 13:34Hi Fayez,
Trust you are well.
We do apologize for the delay and inconvenience caused.
Kindly note that we have sent a follow-up to the MTN team regarding the remedy ticket we have logged for the deal to be corrected.
Regards,
The Mondo Team
Trust you are well.
We do apologize for the delay and inconvenience caused.
Kindly note that we have sent a follow-up to the MTN team regarding the remedy ticket we have logged for the deal to be corrected.
Regards,
The Mondo Team
Mondo's reply04 Apr 2022, 13:34
Official
Hi Fayez,
Trust you are well.
We do apologize for the delay and inconvenience caused.
Kindly note that we have sent a follow-up to the MTN team regarding the remedy ticket we have logged for the deal to be corrected.
Regards,
The Mondo Team
Trust you are well.
We do apologize for the delay and inconvenience caused.
Kindly note that we have sent a follow-up to the MTN team regarding the remedy ticket we have logged for the deal to be corrected.
Regards,
The Mondo Team