Ongoing Disastrous Experience with MTN mondos Contract Cancellation Process!

Dear Hello Peter Community,

I am writing this review to share my deeply frustrating and disheartening experience with MTN and MTN mondos contract cancellation process. My ordeal began on the 10th of May 2023 when I inquired about MTN's month-to-month contract for the Home Starter Pack priced at R259 per month. My initial excitement quickly turned into disappointment as I faced a series of issues that have left me incredibly dissatisfied.

After paying a substantial one-time fee of R422.22 to initiate the contract, I received the router on the 15th of May. However, that's where my troubles started. Despite my best efforts, I was unable to activate the router for more than five days. Feeling frustrated, I contacted MTN seeking to cancel the contract.

To their credit, the customer service representative from Mondo initially assured me that I could cancel the contract without incurring any cancellation fees as I was well within the cooling-off period. They provided me with an IRMS number to proceed with the cancellation, which seemed like light at the end of the tunnel.

But, the story took a turn for the worse. Fast forward three months, and I am still stuck in the same position. Every time I called their call center, I was given the same excuse – it would take 7 to 14 working days to process the cancellation. Shockingly, MTN has now decided to slap me with an outrageous R2440.00 cancellation fee, even though I had every right to cancel within the cooling-off period.Mtn says that mondo has not wavered the cancellation fee in their side and they will continue to bill me untill this is wavered by mondo. Every one of the more the 20 Mondo agents I spoke to keep telling my the same thing every week "7-14 working days story". I even logged a call to speak to one of the managers (Poovasha) 2 weeks ago ,she is yet to contact me ,the Mondo agents are trained not to allow you to speak to anyone in management so don't waste your time thinking you will get to speak to management.Mondo also get their agents to boost their hello Peter rating by making customers rate the agents in order to boost their credibility when all there are is just a bunch of *****s hiding behind a desk. This whole ordeal has left me feeling cheated and betrayed as a customer. I put my trust in MTN to provide reliable service, but instead, I've been caught up in an endless cycle of broken promises and wasted time.

I am using this platform to seek a resolution from MTN and mondo, hoping they would honor their initial agreement and cancel my contract without any additional fees. Additionally, I believe I am entitled to a refund of the initial fee I paid for a service that never even worked as intended.

I urge MTN to take immediate action to address this matter. If they fail to do so, I am left with no choice but to escalate this issue to relevant regulatory bodies and consumer protection agencies.

In conclusion, my experience with MTN's contract cancellation process has been nothing short of disastrous. I hope that by sharing my story, other potential customers can be wary of the obstacles they may face should they choose MTN as their service provider.