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DF
Don F

1 reviews | Active since Aug 2023

15 Sept 2026, 12:21

Mondo - Stay far away

I received a call regarding a contract upgrade and subsequently received a package that was different from what was discussed on the phone.

On 17 August, I logged a request to have the matter investigated. It was confirmed that the incorrect package had been app****, and I requested that the change be reversed.

This is where the frustration began:

17 August -> Logged a request. Mondo confirmed the wrong package had been app**** and advised that it would be reversed. 20 August -> Followed up to confirm whether the reversal request had been escalated. Thereafter-> Followed up again and was informed that the issue had been resolved. 8 September -> Received an SMS from MTN stating that the request had been completed. 9 September -> I Queried what this completion related to and was then informed that the issue had in fact not been resolved, but only escalated. I was advised that it would be resolved by 11 September. 15 September -> I Followed up once more. The issue remains unresolved and appears to have been escalated yet again.

0
Replies (5)
Mondo
Mondo's reply15 Sept 2026, 12:45
Official
Having the incorrect package acknowledged on 17 August should have resulted in a clear reversal not nearly a month of follow-ups and conflicting updates. You were told the matter was resolved, received an MTN completion SMS on 8 September, and then discovered that it had only been escalated. The promised resolution date of 11 September has also passed, with the issue still outstanding on 15 September.This case now requires one person to establish the true status of the reversal; confirm which package is currently active and provide a clear written outcome. Please email your contact details and existing reference numbers to *** with “Mondo package reversal” in the subject line so the complete escalation history can be traced and reviewed or private message your contact number and contract number.
DF
Don F's update15 Sept 2026, 12:52
Reviewer Update
As this is an AI type of response. What exactly is ***********?
Mondo
Mondo's reply15 Sept 2026, 12:54
Official
Apologies, please send me the contract number and contact number and you will receive a call.
DF
Don F's update15 Sept 2026, 12:57
Reviewer Update
Which email address may I use? Customer care?
Mondo
Mondo's reply15 Sept 2026, 13:00
Official
Customer Service Escalations <***> However I have passed your contact number to our senior team who will call you shortly.