Poor cancellation process

I would like to formally raise a complaint regarding a contract upgrade that was incorrectly sold to me.

I was contacted by Mondo and offered an upgrade at an additional cost of R6 per month, with the assurance that all my existing contract benefits (data and voice minutes) would remain unchanged, in addition to receiving a new device. As this seemed unusually favourable, I explicitly asked the consultant multiple times whether there was any catch. I was assured there was none. Based on this, I agreed to proceed.

However, upon receiving my monthly allocation on 17 March, I noticed that my data bundles were not loaded as they normally are. When I contacted Mondo, I was informed that the consultant had failed to include them during the upgrade process. This is unacceptable, as it directly contradicts what was sold to me.

I immediately requested that the upgrade be reversed and confirmed my willingness to return the device, which remains sealed in its original packaging.

Unfortunately, the reversal process has been unnecessarily complex and inefficient:

I was instructed to visit the MTN store, only to be informed that they could not assist as they are not part of the main franchise. While at the store, I contacted Mondo again and was advised that a collection would be arranged within 7–21 days. Despite agreeing to this, I also requested that my contract be reverted in the interim, which has not been actioned. Since then, I have made several follow-up calls, including three escalation requests, with no meaningful progress. Each interaction results in the same generic response: an apology and a promise to escalate, without any feedback or resolution.

In the meantime, I have incurred additional costs purchasing data bundles out of pocket due to this error and the delays in resolving it.

At this stage—more than two months later—this situation is completely unacceptable. The efficiency with which the upgrade was sold stands in stark contrast to the prolonged and ineffective returns process. They can sell you a contract in a day, but cant do a return in a day, it takes 2 months and counting.

I have written emails and phoned in to follow, but all of which is a waste of time, this is why I have decided to use this platform to get traction on my issue.