AVDV
Andries Van Der Vyver
1 reviews | Active since Feb 2018
07 Jan 2021, 15:08
Half truths and misinformation
Received a call from a very friendly lady this morning to upgrade my MTN contract. She informed me that she was from MTN (which later turned out not to be factually correct) and also that I have 14 days to "cancel" the upgrade (which also turned out not to be the complete truth).
After receiving the upgrade email and reviewing the information, I decided not to proceed with the upgrade just to be informed by the "Mondo Customer Care" department that they cannot put me back to where I was before the upgrade.
In fact, they can cancel my contract but that is different than "reversing" the upgrade. Apparently their systems does not allow them to reverse an upgrade and I can take out another contract or go to prepaid (which is apparently equivalent to "cancelling" in their terminology). They are not even going to try and assist me. So much for having 14 days not to accept the upgrade.
Helpful (0)
Replies (7)0
Replies (7)
Mondo's replyOfficial
07 Jan 2021, 15:09Hi Andries,
We have received your query,
Kindly note that one of our dedicated consultants will be in contact with you.
Regards
The Mondo Team
We have received your query,
Kindly note that one of our dedicated consultants will be in contact with you.
Regards
The Mondo Team
Best regards,
Mondo's reply07 Jan 2021, 15:09
Official
Hi Andries,
We have received your query,
Kindly note that one of our dedicated consultants will be in contact with you.
Regards
The Mondo Team
We have received your query,
Kindly note that one of our dedicated consultants will be in contact with you.
Regards
The Mondo Team
Best regards,
Mondo's replyOfficial
07 Jan 2021, 15:37Hi Andries,
As discussed with our consultant, we have provided the following options with you;
Your query will be closed.
Should you have any further queries, please feel free to call or email us.
Regards
The Mondo Team
As discussed with our consultant, we have provided the following options with you;
- You may upgrade in store and MTN will log a request to waive the early upgrade fees.
- You may upgrade with our internal MTN Sales team
- You may go on to prepaid.
Your query will be closed.
Should you have any further queries, please feel free to call or email us.
Regards
The Mondo Team
Best regards,
Mondo's reply07 Jan 2021, 15:37
Official
Hi Andries,
As discussed with our consultant, we have provided the following options with you;
Your query will be closed.
Should you have any further queries, please feel free to call or email us.
Regards
The Mondo Team
As discussed with our consultant, we have provided the following options with you;
- You may upgrade in store and MTN will log a request to waive the early upgrade fees.
- You may upgrade with our internal MTN Sales team
- You may go on to prepaid.
Your query will be closed.
Should you have any further queries, please feel free to call or email us.
Regards
The Mondo Team
Best regards,
AVDV
Andries Van Der Vyver's updateReviewer Update
07 Jan 2021, 16:14According to the Consumer Protection Act, I have the right to cancel direct marketing contracts within the cooling-off period (generally spans 5 days, I responded within 5 hours). I was informed this morning by your sales lady that I have a 14 day cancellation period from the start of the contract which was indicated to be the 1st of February.
I therefore request that you within the terms of the Consumer Protection Act, cancel the upgrade request (or whatever terminology you want to use) and reinstate my MTN account to the position it was before this morning’s upgrade request.
- The act provide for the fact that I have the right to cancel the agreement within the cooling-off period, without providing reasons or incurring penalties for doing so. By insisting that the only options I have is to sign another contract or move to prepaid is putting me in a worst position that I was before this mornings interaction and therefore indirectly penalizes me.
- According to your sales lady, the upgrade is effective 1 February and therefore should not have commenced yet. I do not understand why something that has not commenced yet, cannot be reversed.
- I cannot fathom how your "systems" are not allowing you to act within the context of the South African legislation.
- I believe that you are abdicating your responsibility by shifting the blame to MTN and is not prepared to present the case to MTN.
I therefore request that you within the terms of the Consumer Protection Act, cancel the upgrade request (or whatever terminology you want to use) and reinstate my MTN account to the position it was before this morning’s upgrade request.
AVDV
Andries Van Der Vyver's update07 Jan 2021, 16:14
Reviewer Update
According to the Consumer Protection Act, I have the right to cancel direct marketing contracts within the cooling-off period (generally spans 5 days, I responded within 5 hours). I was informed this morning by your sales lady that I have a 14 day cancellation period from the start of the contract which was indicated to be the 1st of February.
I therefore request that you within the terms of the Consumer Protection Act, cancel the upgrade request (or whatever terminology you want to use) and reinstate my MTN account to the position it was before this morning’s upgrade request.
- The act provide for the fact that I have the right to cancel the agreement within the cooling-off period, without providing reasons or incurring penalties for doing so. By insisting that the only options I have is to sign another contract or move to prepaid is putting me in a worst position that I was before this mornings interaction and therefore indirectly penalizes me.
- According to your sales lady, the upgrade is effective 1 February and therefore should not have commenced yet. I do not understand why something that has not commenced yet, cannot be reversed.
- I cannot fathom how your "systems" are not allowing you to act within the context of the South African legislation.
- I believe that you are abdicating your responsibility by shifting the blame to MTN and is not prepared to present the case to MTN.
I therefore request that you within the terms of the Consumer Protection Act, cancel the upgrade request (or whatever terminology you want to use) and reinstate my MTN account to the position it was before this morning’s upgrade request.
Mondo's replyOfficial
07 Jan 2021, 16:19Hi Andries,
We have escalated your query to higher management to intervene.
Our team will revert with feedback.
Regards
The Mondo Team
We have escalated your query to higher management to intervene.
Our team will revert with feedback.
Regards
The Mondo Team
Best regards,
Mondo's reply07 Jan 2021, 16:19
Official
Hi Andries,
We have escalated your query to higher management to intervene.
Our team will revert with feedback.
Regards
The Mondo Team
We have escalated your query to higher management to intervene.
Our team will revert with feedback.
Regards
The Mondo Team
Best regards,
Mondo's replyOfficial
13 Jan 2021, 11:30Hi Andries,
As discussed with our consultant, we have submitted the upgrade reversal request to MTN however this could not be actioned.
We have provided the findings to you on email as per your request.
Your query will be closed.
Should you have any further queries, please feel free to call or email us.
Regards
The Mondo Team
As discussed with our consultant, we have submitted the upgrade reversal request to MTN however this could not be actioned.
We have provided the findings to you on email as per your request.
Your query will be closed.
Should you have any further queries, please feel free to call or email us.
Regards
The Mondo Team
Best regards,
Mondo's reply13 Jan 2021, 11:30
Official
Hi Andries,
As discussed with our consultant, we have submitted the upgrade reversal request to MTN however this could not be actioned.
We have provided the findings to you on email as per your request.
Your query will be closed.
Should you have any further queries, please feel free to call or email us.
Regards
The Mondo Team
As discussed with our consultant, we have submitted the upgrade reversal request to MTN however this could not be actioned.
We have provided the findings to you on email as per your request.
Your query will be closed.
Should you have any further queries, please feel free to call or email us.
Regards
The Mondo Team
Best regards,
AVDV
Andries Van Der Vyver's updateReviewer Update
13 Jan 2021, 16:40Thank you for your response.
Firstly, the response that I have received from you was from MTN and not from your "higher management" as you have indicated above.
Secondly, in MTN's response, they only indicated that the "Upgrade reversal / Cancellation functionality is not available on ilula". The fact that a certain system does not accommodate it, does not mean it cannot be done via other systems or processes, for example a manual process or MTN's internal systems.
Thirdly, can you please advise what Mondo will be doing to ensure that you do:
(a) Not create a false impression with the customer that you are from MTN (i.e. not lie to the customer);
(b) Not making promises that you cannot keep (i.e. not lie to the customer);
(c) Ensure that Mondo acts within the rules and regulations set out by the Consumer Protection Act.
Firstly, the response that I have received from you was from MTN and not from your "higher management" as you have indicated above.
Secondly, in MTN's response, they only indicated that the "Upgrade reversal / Cancellation functionality is not available on ilula". The fact that a certain system does not accommodate it, does not mean it cannot be done via other systems or processes, for example a manual process or MTN's internal systems.
Thirdly, can you please advise what Mondo will be doing to ensure that you do:
(a) Not create a false impression with the customer that you are from MTN (i.e. not lie to the customer);
(b) Not making promises that you cannot keep (i.e. not lie to the customer);
(c) Ensure that Mondo acts within the rules and regulations set out by the Consumer Protection Act.
AVDV
Andries Van Der Vyver's update13 Jan 2021, 16:40
Reviewer Update
Thank you for your response.
Firstly, the response that I have received from you was from MTN and not from your "higher management" as you have indicated above.
Secondly, in MTN's response, they only indicated that the "Upgrade reversal / Cancellation functionality is not available on ilula". The fact that a certain system does not accommodate it, does not mean it cannot be done via other systems or processes, for example a manual process or MTN's internal systems.
Thirdly, can you please advise what Mondo will be doing to ensure that you do:
(a) Not create a false impression with the customer that you are from MTN (i.e. not lie to the customer);
(b) Not making promises that you cannot keep (i.e. not lie to the customer);
(c) Ensure that Mondo acts within the rules and regulations set out by the Consumer Protection Act.
Firstly, the response that I have received from you was from MTN and not from your "higher management" as you have indicated above.
Secondly, in MTN's response, they only indicated that the "Upgrade reversal / Cancellation functionality is not available on ilula". The fact that a certain system does not accommodate it, does not mean it cannot be done via other systems or processes, for example a manual process or MTN's internal systems.
Thirdly, can you please advise what Mondo will be doing to ensure that you do:
(a) Not create a false impression with the customer that you are from MTN (i.e. not lie to the customer);
(b) Not making promises that you cannot keep (i.e. not lie to the customer);
(c) Ensure that Mondo acts within the rules and regulations set out by the Consumer Protection Act.
Mondo's replyOfficial
13 Jan 2021, 16:45Hi Andries,
Our team will revert with feedback.
Regards
The Mondo Team
Our team will revert with feedback.
Regards
The Mondo Team
Best regards,
Mondo's reply13 Jan 2021, 16:45
Official
Hi Andries,
Our team will revert with feedback.
Regards
The Mondo Team
Our team will revert with feedback.
Regards
The Mondo Team
Best regards,