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Kevin N

1 reviews | Active since Mar 2019

01 Mar 2022, 23:23

Home Router Horror

Since October last year, Mtn has been debiting my account for a home wifi router package. Although I have taken the deal, I have been able to use the router having received it in October. The router got sent back to MTN Southgate for them to have a look at it and hasn’t been sent back since. This was at the beginning of December between various calls that the device just needs to be activated until I got fed up and sent it back. I visited MTN during the first week of Jan and they told me that the device is still at the warehouse and that I need to call REWARDS CO (or something like that) of which I did and they required a references number which MTN is unable to provide me. I’m stuck with no router and paying roughly 1.1k a month for nothing. Nobody is willing to help me yet a have to pay every month for something I don’t even have in my possession. Never mind working. Absolutely horrible service and I’d like to take legal action against MTN for basically ROBBING ME each month of my hard-earned money.

The latest update: 17 February 2022 I went back to the MTN store South-Gate to find out what was going on. The store assistant "Monde" who had initially assisted me in returning the device said the issue is with the sim card. This was not correct because the "activations" team had advised me during October of 2021 that the sim card is active and that the issue is with the device. It turns out that THE DEVICE WAS NOT SENT BACK, all this time. The device was sitting in the storeroom of the branch since December (Mondo confirmed this, as the IRMS number he provided me was invalid and made up. The box was dirty and full of dust, which was not the state I had returned it in. This store assistant needs to be REPORTED. Every day associates drop my call or say the system is offline and therefore cannot help. It has become a ritual to call Mondo every day with no assistance. Every day I get told that they are awaiting confirmation from DSV to process my cancellation and refund. TODAY a debit order went off for the device. I lost hope in MTN & Mondo in resolving this issue.

0
Replies (16)
Mondo
Mondo's reply02 Mar 2022, 08:19
Official
Hi Kevin,

Trust you are well.

Thank you for raising the above query with us.

Please note that as per our records, a request has been escalated to the relevant department for urgent assistance.

Once we receive feedback, we will advise you accordingly.

We do apologize for the delay and level of service which you have received thus far.

Case No: RCO192021

Regards,

The Mondo Team
KN
Kevin N's update03 Mar 2022, 19:50
Reviewer Update
Hi there,
This has been the case for months now.
I've been advised by ICASA to escalate the matter to NCC (National Consumer Commission) which has been done.
My recommendation to resolve this matter as prescribed to the NCC is as follows;
For Mondo & MTN to cancel the contract & refund me for each month debited. As well as compensation for the inconvenience caused due to staff negligence and misinformation.The above is necessary for full transparency between all parties.
Thanks.
Mondo
Mondo's reply03 Mar 2022, 21:33
Official
 Hi  Kevin , 
 
Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
   
 
Regards,
 
The Mondo Team  
KN
Kevin N's update03 Mar 2022, 23:47
Reviewer Update
Hi there!

Duly noted. I have only escalated the matter due to a lack of faith in Mondo and its capability to resolve the matter, as this has been ongoing for more than 4 months. It is just my responsibility to make you aware of this escalation.

I look forward to being contacted by one of your consultants.

Thanks.

-Kevin

KN
Kevin N's update04 Mar 2022, 16:05
Reviewer Update
I can’t say I’m surprised but guess what? Nobody called me back. Instead I called the call centre and I was put on hold till the phone cut. Second call was engaged but I was put on mute till I had to disconnect. When I called back the call centre was closed. Seems like the consultants did that because they wanted to knock off.

Again, indicative to Mondos incapacity to resolve the issue.
Mondo
Mondo's reply09 Mar 2022, 08:24
Official
Hi Kevin,

Trust you are well.

We do apologize for the delay regarding feedback of your MTN query.

Please note that your MTN cancellation has been done and the line has been deactivated.

Your query will now be closed.

Should you require further assistance, please contact our Customer Service team. 
 
Regards,
 
The Mondo Team
KN
Kevin N's update09 Mar 2022, 13:51
Reviewer Update
Hi there!


Glad to hear the cancellation has been done. But that’s only part of the query. What about the refund ?

I’ve been paying for about 5 months for service that has not been rendered.

Nothing has been mentioned about my refund.
Mondo
Mondo's reply09 Mar 2022, 16:02
Official
Hi Kevin,

Please note that your credit will reflect in your next MTN invoice.

MTN Reference No: ***

Regards,

The Mondo Team
KN
Kevin N's update16 Mar 2022, 15:42
Reviewer Update
Hi there

I don’t want credit onto my MTN account the credit should be refunded to my person bank account. MTN said I should contact you guys to ensure that it is refunded to my bank account and not MTN account.

MTN reference: ***
Mondo
Mondo's reply04 Apr 2022, 14:03
Official
Hi Kevin,

Please note that MTN passes all credits into the MTN account.

You may contact MTN for further assistance, regarding your credit.

Regards,

The Mondo Team
KN
Kevin N's update03 May 2022, 12:29
Reviewer Update
Hi There!

Believe it or not, MTN says you guys are responsible for the refund/processing of the credit as it was not processed with them! This is a big joke if we're being honest.
KN
Kevin N's update04 May 2022, 14:17
Reviewer Update
No response from you guys & MTN, will I ever get my money back?
Mondo
Mondo's reply30 May 2022, 12:19
Official
Hi Kevin,

Please note that we have sent a follow-up to the MTN team to assist with the credit urgently.

Regards,

The Mondo Team
KN
Kevin N's update31 May 2022, 14:48
Reviewer Update
MTN has stated that they still haven’t received it.
Mondo
Mondo's reply31 May 2022, 15:23
Official
Hi Kevin,

Please note that this was sent to the team who solely assists with cancellations and credits at MTN.

Kindly note that a credit request was logged for you under the below reference number (which reflects on your MTN account).

MTN Reference No: *** & ***

Due to this, we sent through a follow-up.

Regards,

The Mondo Team
Mondo
Mondo's reply15 Sept 2022, 15:03
Official
Good Day Kevin,

Trust you are well.

Please note that your MTN account has been credited.

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