Mondo, terrible customer experience for sales.

Hi there, as of today I was looking at applying for a cellphone contract through MTN. Been on contract with them for over 4 years in which case I have been happy with the service. Both on my initial application and on my upgrade.

Recently I decided to apply for a new contract as my current one will be ending in a few months (it’s currently just a data package). I had seen a package for the S10 + S10e and was curious about it, whether I qualified for the package or not wouldn’t be a bother but I decided to apply.

Today Thursday 16th May 2019 I received a phone call from “Kevin” at approximately 11:15am. Friendly gentleman initially confirming that I had app**** for a contract. He went on to confirm that unfortunately because I had an existing package with MTN I wouldn’t be able to qualify for the duo package. That I could understand.

Which initially I then decided against as it was more the package that I was interested in, at that point I decided not to continue, and what should have concerned me was his explanation as to why I should not cancel, he already did a credit check and it would negatively affect me and bring my credit score down, I understand how the credit score system works… This wouldn’t have been an issue for me as the check would not greatly negatively affect a person (not many people are aware of this). But then he explained I could still qualify for the S10 on its own which I was fine with, after further discussion we had agreed I would go ahead and apply for S10 on it’s own.

As we went through the initial vetting he asked me to take down some details as I would need to send through documents.

This for me is already concern as I am an account holder with MTN for so many years, my contract profile is up to date and when I upgraded I did not need to submit new documents. But even if that wasn’t the case I would have still been willing to do so, it is easy enough to send an email with access to all the documents.

The second red flag for me is the email address he provided ********** at no point did Kevin tell me he was calling on behalf of buymondo, had he said that initially I would have declined immediately. Why? I do not know buymondo, I have not heard of them, I have never had dealings with them, for anyone that is concerned about online ***** this would already concern a person. Even if they are a sister company or owned by MTN, I do not know this, I did not verify this and I have no reason to trust them. You would explain to me that you are dealing on behalf of MTN how am I to believe that without actually knowing?

In any case before I made any verbal agreements to the contract I decided to decline as I did a quick check online on buymondo. Now yes, I am aware not many people post positive reviews, but in my experience there are at least that few who do. Secondly the amount of negative reviews would make me concerned, yes this might be because of special circumstances but as a customer these are things that would make someone say NO.

I declined the offer as we got to the verbal agreement stage as I was completing my review checks online. Now Kevin got upset and hanged up the phone on me, at no point should anyone do this, I have been in the customer service sector in the past, I have done quality call reviews (had I done this, I would have received a written warning or something equally as bad). Shortly after Kevin calls back in an upset manner asking why I had him go through the entire process, well Kevin I did not feel comfortable not knowing I was taking a contract through buymondo as I do not know who they are.

I understand you are doing a sale, I understand it takes time, I was interested in taking a contract, but then be straight forward from the start. But again back to the point that he called me a second time to confront me after having hang up by himself, then having the nerve to tell me to go into a store to apply for a contract. I app**** on MTN’s website, at no point was it disclosed to me it would be someone from buymondo, even the email that MTN says that they received your application it does not state, one of our sister companies eg. “buymondo” would be contacting you.

In short I am leaving a negative review or statement here as I was not happy with the treatment of your sales representative, I was not happy with being told towards the end who exactly the contract was taking place with. I urge anyone who does an online application to rather go into the store, been happy doing that on the last 2 occasions, will do it going forward.