CK
Charmaine K
1 reviews | Active since Mar 2009
07 Sept 2023, 12:51
Mondo - Cancellation of Upgrade Contract
I have been trying for 7 weeks to cancel an upgrade contract with Mondo without success. Everytime you phone you deal with a different person and between everyone that I've dealt with in the last 8 weeks none of their reasons for none cancellation is the same, some even put me on hold for 25+ minutes and cut the call. I have contacted the Ombudsman, have a reference number, and even an email from him requesting that the upgrade contract been cancelled, Mondo are refusing saying that they have to follow their procedures, so does the Ombudsman's instruction mean nothing? Mondo are definitely the worst company to deal with, their service is absolutely pathetic.
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Replies (4)
Mondo's replyOfficial
07 Sept 2023, 16:50Hi Charmaine,
Thank you for taking the time to write to us about your 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: RCO434985
Regards,
The Mondo Team
Thank you for taking the time to write to us about your 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: RCO434985
Regards,
The Mondo Team
Mondo's reply07 Sept 2023, 16:50
Official
Hi Charmaine,
Thank you for taking the time to write to us about your 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: RCO434985
Regards,
The Mondo Team
Thank you for taking the time to write to us about your 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: RCO434985
Regards,
The Mondo Team
CK
Charmaine K's updateReviewer Update
07 Sept 2023, 17:44I feel that the lack of communication between Mondo & myself has been dreadful, I have to do the follow ups all the time, customer service is sadly lacking at Mondo.
I can't understand why it takes 7 weeks to cancel the upgrade contract, I have given through the IRMS number as well as the reason why I do not want the device that was delivered. Ombudsman says it should not take more than 14 days to cancel. I have given you the Ombudsman's reference number as well as a copy of his letter requesting Mondo MTN to cancel.
Mondo are at fault for not collecting the device once returned from the warehouse to a store in Johannesburg, this after 5 email requests and just as many phone calls to your call center - how much more do I need to do to make you understand just how frustrating this matter has become.
'Yeah don't worry you've got a reference number", now wait while we take our time to cancel the upgrade contract, I'm sure that every time I phone my request is shoved to the bottom of the pile again. Totally unacceptable Mondo
I can't understand why it takes 7 weeks to cancel the upgrade contract, I have given through the IRMS number as well as the reason why I do not want the device that was delivered. Ombudsman says it should not take more than 14 days to cancel. I have given you the Ombudsman's reference number as well as a copy of his letter requesting Mondo MTN to cancel.
Mondo are at fault for not collecting the device once returned from the warehouse to a store in Johannesburg, this after 5 email requests and just as many phone calls to your call center - how much more do I need to do to make you understand just how frustrating this matter has become.
'Yeah don't worry you've got a reference number", now wait while we take our time to cancel the upgrade contract, I'm sure that every time I phone my request is shoved to the bottom of the pile again. Totally unacceptable Mondo
CK
Charmaine K's update07 Sept 2023, 17:44
Reviewer Update
I feel that the lack of communication between Mondo & myself has been dreadful, I have to do the follow ups all the time, customer service is sadly lacking at Mondo.
I can't understand why it takes 7 weeks to cancel the upgrade contract, I have given through the IRMS number as well as the reason why I do not want the device that was delivered. Ombudsman says it should not take more than 14 days to cancel. I have given you the Ombudsman's reference number as well as a copy of his letter requesting Mondo MTN to cancel.
Mondo are at fault for not collecting the device once returned from the warehouse to a store in Johannesburg, this after 5 email requests and just as many phone calls to your call center - how much more do I need to do to make you understand just how frustrating this matter has become.
'Yeah don't worry you've got a reference number", now wait while we take our time to cancel the upgrade contract, I'm sure that every time I phone my request is shoved to the bottom of the pile again. Totally unacceptable Mondo
I can't understand why it takes 7 weeks to cancel the upgrade contract, I have given through the IRMS number as well as the reason why I do not want the device that was delivered. Ombudsman says it should not take more than 14 days to cancel. I have given you the Ombudsman's reference number as well as a copy of his letter requesting Mondo MTN to cancel.
Mondo are at fault for not collecting the device once returned from the warehouse to a store in Johannesburg, this after 5 email requests and just as many phone calls to your call center - how much more do I need to do to make you understand just how frustrating this matter has become.
'Yeah don't worry you've got a reference number", now wait while we take our time to cancel the upgrade contract, I'm sure that every time I phone my request is shoved to the bottom of the pile again. Totally unacceptable Mondo
Mondo's replyOfficial
14 Sept 2023, 10:28Hi Charmaine,
We sincerely apologize for the inconvenience caused by the entire experience. The delay with the cancellation is due to miscommunication between the store and the warehouse. The matter has been further escalated to rectify and complete the cancellation process. You will be notified once feedback is received.
Regards,
The Mondo Team
We sincerely apologize for the inconvenience caused by the entire experience. The delay with the cancellation is due to miscommunication between the store and the warehouse. The matter has been further escalated to rectify and complete the cancellation process. You will be notified once feedback is received.
Regards,
The Mondo Team
Mondo's reply14 Sept 2023, 10:28
Official
Hi Charmaine,
We sincerely apologize for the inconvenience caused by the entire experience. The delay with the cancellation is due to miscommunication between the store and the warehouse. The matter has been further escalated to rectify and complete the cancellation process. You will be notified once feedback is received.
Regards,
The Mondo Team
We sincerely apologize for the inconvenience caused by the entire experience. The delay with the cancellation is due to miscommunication between the store and the warehouse. The matter has been further escalated to rectify and complete the cancellation process. You will be notified once feedback is received.
Regards,
The Mondo Team
Mondo's replyOfficial
14 Sept 2023, 10:31Hi Charmaine,
We sincerely apologize for the inconvenience caused by the entire experience. The delay with the cancellation is due to miscommunication between the store and the warehouse. The matter has been further escalated to rectify and complete the cancellation process. You will be notified once feedback is received.
Regards,
The Mondo Team
We sincerely apologize for the inconvenience caused by the entire experience. The delay with the cancellation is due to miscommunication between the store and the warehouse. The matter has been further escalated to rectify and complete the cancellation process. You will be notified once feedback is received.
Regards,
The Mondo Team
Mondo's reply14 Sept 2023, 10:31
Official
Hi Charmaine,
We sincerely apologize for the inconvenience caused by the entire experience. The delay with the cancellation is due to miscommunication between the store and the warehouse. The matter has been further escalated to rectify and complete the cancellation process. You will be notified once feedback is received.
Regards,
The Mondo Team
We sincerely apologize for the inconvenience caused by the entire experience. The delay with the cancellation is due to miscommunication between the store and the warehouse. The matter has been further escalated to rectify and complete the cancellation process. You will be notified once feedback is received.
Regards,
The Mondo Team