PATHETIC SERVICE

I have done an online upgrade with MTN, which I am very disappointed I did. I did not know it, but the upgrade went through Mondo. I received the unit and it was faulty, so I had to search for an MTN store that were willing to take the package back, because they did not collect from my house (but they could deliver at my house). I had to wait so that the delivery guys can collect the package from the store. On 15 October 2021 I gave the unit back, after NUMEROUS calls to Mondo every week after that and them telling me they are waiting for an RMA number, on 5 November they told me that the store cancelled the collection. The lady at the East Rand Mall store would not tell me why the collection was cancelled, but assured me on 5 November that it was collected that morning. After even MORE calls to Mondo, all I hear is that they have not received it at the warehouse yet and 'they will send a request, they will send a request' every time when I phone. Nothing else gets done. I am being debited over R800 on my MTN account for something I do not have and there is nothing I can do but just wait for someone to eventually do their work. I use a lot of data for my work and I had to buy data AND now I must pay for something I did not even have. I am sitting with a huge account now which I do not have a choice to pay, because I cannot cancel this upgrade. It is now 24 November 2021 and still nothing, no feedback, no RMA number and I must just wait and pay. This is really unacceptable that they cannot find out what the problem is.