Exploitation by MONDO and MTN

Week commencing 21 October 2020, I received a call from a lady named Senziwe Mkhize from Mondo (an internet service provider) offering me the My MTN Choice 40GB for R199 deal. I accepted the deal as I needed more data at the time. The package was delivered to my house on the Friday morning, 23 October 2020, however I could not use this Sim card in my phone as my phone enters two sim cards at a time, I could not use their Sim card in my Vodacom router nor my Huawei LTE modem. I tried all my devices to see where it could connect but I had no luck at all.

I was advised by the lady whom assisted me that should I wish to cancel this contract, I can cancel the contract within 10 working days. On the Monday morning, 26 October 2020, I tried to call the number which was given to me multiple times but could not get through so I opted to send an email (I have proof of this) to explain my efforts in trying to activate this sim card but failed so I finally decided to cancel the contract with MTN and Mondo with immediate effect.

I then started to get bills and invoices from MTN for this sim card, the end of October MTN debited money from my account, I reversed the debit order and sent them a communication to stop billing as I had cancelled the contract however I never got a response. In November, I got billed again, I continued to send communication asking them to stop billing me as I had never used their data anywhere and I cancelled the contract. A MTN consultant from the Retention department finally called me and cancelled the contract and even gave me a reference number.

MTN continued to bill me every month, on the 11th of January 2021, I went to the MTN branch at Mall of Africa to try and remedy this issue face-to-face and the lady which assisted confirmed that the contract was cancelled but could see that I was still being billed. She escalated the issue and said I should call again in 7 working days.

I have been following up with MTN and Mondo with no resolution, I have been escalating this problem again as this bill is continuing to rise and this is jeopardizing my credit score which is denting my profile. I have received emails from MTN and Mondo stating the below: "There's usage on a sim with outstanding amount of R 1,151.52 and account handed to legal." They have now sent NuDebt Management to threaten me with a letter to blacklist me and take me to court for a product I never used!!!

I cannot express how disgusted, disappointed and feel exploited by these two companies. I have been negatively affected by Covid-19 in terms of income, I was a Events Coordinator at Silverstar Casino however due to the nature of our business, I was laid off last year and have been recently brought back to work on a temporary basis meaning I do not receive my full salary anymore. I only took this offer because it was a reasonable deal and I needed more data to see if I can try look for other employment opportunities or a side hustle to make ends meet and this how I was treated.

I cannot express the level of disappointment and hurt I am feeling and I earnestly ask for your assistance in this issue, I have all the emails and communication of the above complaint for proof of evidence.