IRATE CUSTOMER

Good day

Kindly review the below escalation regarding my WI-FI package.

I contacted the Mondo call centre on the 17th of July 2018 after numerous interactions with both Mondo and Telkom regarding my package which includes 20GB day and 20GB nighttime data. I received assistance from Nuran Gounder who went the extra mile to assist me with my query he also took it a step further by advising me that my package is setup on an open line and that I need to contact Telkom to have this capped for me. He took ownership of the issue and offered to contact Telkom on my behalf to address my issues which now consisted of the data limit and the open line. I received feedback within 2 days. I was extremely impressed with the customer service I received and posted a dazzle on Hello Peter to recognize Nuran’s great customer service. Fast track to a month later and I am absolutely livid! My WI-FI limit has been resolved but my line is still open. I had to contact Telkom yet again to address the cap issue after thinking this was resolved as per feedback from Nuran.

I contacted Mondo to have them investigate my sales call where the findings was deemed invalid due to the agent advising me of the open line. Be this that it may I was obviously unaware of this and extremely thankful that Nuran brought it to my attention which he technically did not need to do because that was not my initial query but I was happy to know that I would not have to deal with more call centre staff after he advised me that he would be in contact with Telkom on my behalf. He did not make reference to me having to contact Telkom again for the cap query. After requesting a further escalation I was advised that Mondo does not have a customer care investigation process.

If my query is not resolved I will be forced to contact the Ombudsman to investigate because I find it very hard to believe that a financial implication such as this cannot be investigated thoroughly.

Looking forward to have an escalated query manager contact me to address the above mentioned concerns.