Mondo is incapable of correcting their major and error

We were contacted at the end of January regarding an eligible upgrade on an MTN contract. We requested a sim only upgrade which was supposed to be R299 or somewhere around there. We did not receive a statement in February, so we called MTN to retrieve one, but we received the March statement with an amount owed of R12000, which, after further enquiry, we were told was an early upgrade fee from MTN. MTN said that because Mondo did the upgrade they cannot assist.

We queried the upgrade with Mondo as no mention was made of an early upgrade. Mondo's investigation was in our favour as the consultant never mentioned this on the call and the early upgrade was deemed invalid so Mondo was in the wrong. We have requested since March to reverse this early upgrade via several calls to Mondo - each time the consultant has been really apologetic and also finding such a fee to be unwarranted as no one would upgrade early with having to pay such a high fee. They were also needing approval from the manager on recent calls to reverse this fee.

We followed up today and now Mondo is saying we need to return the device and call MTN to arrange a payment plan. This was a fault of Mondo's and had that sales consultant never phoned that day the contract would have just continued as normal until a normal upgrade was due. Additionally, MTN has now cut the services of the number.

I will be taking this further if not resolved as a matter of urgency. I will not accept having to return any device or having to pay this amount to MTN. Mondo needs to sort this matter out, and Mondo alone.

I will never recommend Mondo to anyone.