Poor Customer Service and Ongoing Billing for Returned Devices

I am extremely dissatisfied with the service I have received from Mondo Networks.

In June 2025, I app**** for a cellphone contract. Unfortunately, a duplicate order was processed. One order was for a cellphone only, while the other was for a cellphone and a Wi-Fi router.

At the end of July, I received the cellphone that I intended to keep and use. Then, in August, I received another delivery containing the duplicate cellphone and Wi-Fi router. As soon as I realized this was the duplicate order, I returned the items through the MTN branch and was issued with the necessary return reference number.

Since then, I have spent months communicating with different Mondo agents. At various times, I was told that the products had not been received, that the return reference number was incorrect, and later that the products had in fact been received. Due to the conflicting information, I even returned to the MTN branch to verify the return. The branch confirmed that everything had been processed correctly from their side and even sent an email to Mondo Customer Service, but no resolution followed.

Despite returning the cellphone and router in August 2025, Mondo has continued to debit my account every month for these products. In addition to paying for the cellphone that I currently use, I have been charged approximately R1,528 per month for the returned cellphone and router.

This issue has now continued for many months, causing significant financial loss and frustration. I was assured that once the matter was resolved, the incorrect charges would be reversed and credited to my account. However, this has not happened.

I believe Mondo has failed to provide acceptable customer service and has not handled my complaint fairly or efficiently. I am requesting an urgent investigation into this matter, a full refund of all incorrect deductions made for the returned products, and confirmation that the duplicate contract has been cancelled permanently.

I hope this matter can be resolved without further delay.