Pathetic service

Item: Mondo
Rating: 1

On 13 September I was contacted by Mondo Mobile to upgrade my MTN contract. The only thing offered was a reduced subscription "because I'm such a loyal customer" -and delivery of a new LTE simcard. I was ASSURED by the consultant that the contract would remain the same! Clearly I am quite happy with the contract I have because I have not changed it. After the call and receiving an sms to say the contract had been upgraded I logged onto MYMTN account to check. The My200 top up has changed from R200 airtime and 1G of data to 200 free minutes and 300mb of data !!! No wonder it is cheaper ! I am furious !! I have requested that the upgrade be cancelled immediately and my contract reinstated the way it was. But obviously - while it take 2 minutes to upgrade something - it is going to take 2 months, 600 phone calls and countless amounts of frustration to get it cancelled. I am SO OVER MTN. Can someone PLEASE contact me and get this sorted out. I do have a reference number from the retentions department, but they have to request MONDO to do the cancellation .... and guess what ? They don't answer their phones.

Helpful (0)

Replies (4)

Mondo's replyOfficial

14 Sept 2017, 14:21

Good day Teresa

We apologize for not being able to assist to take your call. We are busy upgrading our Inbound IVR System and this has affected our Service Level. This upgrade will however assist us to ensure we manage more Inbound calls effectively.

We apologize for the inconvenience caused and can assure you we will ensure your query is resolved asap.

One of our consultants will contact you shortly.

Regards,

Mondo Team

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Mondo's reply14 Sept 2017, 14:21

Official

Good day Teresa

We apologize for the inconvenience caused and can assure you we will ensure your query is resolved asap.

One of our consultants will contact you shortly.

Regards,

Mondo Team

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's updateReviewer Update

19 Sept 2017, 10:39

It is now 19th September - 5 days later, and besides a few apologetic phone calls - absolutely NOTHING has been done to rectify this account. The above number stills goes unanswered.

's update19 Sept 2017, 10:39

Reviewer Update

It is now 19th September - 5 days later, and besides a few apologetic phone calls - absolutely NOTHING has been done to rectify this account. The above number stills goes unanswered.

's updateReviewer Update

06 Nov 2017, 15:43

Today I logged onto my account .... and guess what - this contract has NOT been corrected yet ! Sill receiving 300mb of data and 200 free minutes. Was my request to difficult to understand ? I now have a new reference number ********** 918.... and your phones STILL don't work - imagine my suprise ! I have also given strict instruction that I am NOT to be contacted in any way shape or form on that MTN number..... what can I say - I am beginning to believe that I dont speak English afterall.

's update06 Nov 2017, 15:43

Reviewer Update

Mondo's replyOfficial

06 Nov 2017, 15:58

Hi Teresa,

Thank you very much for alerting us about this. Your query has been moved to the top of our priority list.

We will ensure you are contacted within the hour with an update.

Kind Regards,

Mondo Team

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Mondo's reply06 Nov 2017, 15:58

Official

Hi Teresa,

Thank you very much for alerting us about this. Your query has been moved to the top of our priority list.

We will ensure you are contacted within the hour with an update.

Kind Regards,

Mondo Team

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