Terrible customer service and making me pay for something I did not order

<p>Good day,</p> <p> </p> <p>I have raised a query for about the 8th time now. I no longer know what to do and am tired of trying with you guys. My next route from here will be other official customer grievance channels are available to me, as per the CPA. I am honestly tired of following up with you (Mondo). I am going to post this on every 'Contact Us' avenue you've made available so that should this be escalated I can safely say that I have exhausted ALL avenues.</p> <p> </p> <p>This message serves to address a query I raised on 30/06/2016 regarding a package I was offered by Mondo, that I eventually accepted only to find that when the package eventually arrived the terms had changed.</p> <p>I was contacted by Mondo a few weeks ago regarding a promotion they had with Telkom where I could get 10Gigs wi-fi during the day and an extra 5 Gigs from 12am to 7am, in addition to 5 Gigs "roaming" (by roaming, I mean 5 gigs from any Telkom WiFi hotspot). All this for R199 pm, which sounds like a great deal. I've recently come to learn that this is referred to as "The Big Deal".</p> <p>The woman who contacted me was Ilona Stevens and we had many conversations about various packages offered and how I could go about tailoring the package to suite my circumstances. I must admit, she was extremely friendly and helpful throughout the process and called me back when I asked her to (as I often wasn't in a position to talk at times - she called back a few times).</p> <p>She informed me that I would be getting the WiFi package for R199, and I wouldn't be paying any more than that. I was satisfied with the details she provided, some of which weren't true it turns out - I cannot change my contract to month-to-month until I have paid off the device, so essentially I am bound to the 2-year contract. She informed me that upon activation of the account, I could go in to Telkom and change it to month-to-month. And it wouldn't affect anything. Turns out this was false. But this is not the reason for my complaint.</p> <p>It turns out that the package came with a Huawei Media Pad. "Lucky me!" I thought, "I get a free media pad, and she didn't even tell me about it. What an awesome promotion". But when I went to query the package and find out whether or not I could turn it into a month-to-month contract, they told me that my package was not supposed to come with the media pad in fact and I will be charged for this. I hardly entertained what the woman was saying because I knew that what I had discussed with the agent from Mondo (Ilona Stevens) was clear - ALL THAT I AM WILLING TO PAY IS R199 PM. I even asked her if there were any other costs I need to consider, hidden fees? Anything extra? To which she responded - no. She even went on to say that once I have activated the account, I must make sure I go to the Telkom store and cap my usage because they charge me for anything above what I have already been given. Great, no problem.</p> <p>The following day I decided to call in and check that what the woman in store had told me was in fact false. To my surprise, it was true, and I am being charged for the device that I had not ordered and was not told about when I agreed to the contract. I phoned to complain and they told me that if the device has been opened, I cannot return it (to be fair, she said I MAY not be able to return it, they're still investigating). To which my response was "but of course I opened it, it was delivered to me and how am I to test a product I cannot open?" I mention this because I stressed the 7-day cooling period with Ilona when we were agreeing the terms of the contract. I stressed that I need to TEST this product because my place is notorious for bad signal and my flat feels like the black-hole where all signal gets lost, so before I agree to anything I need to make sure that there's a cooling period where I can test the speeds she's selling me (which was a big sell point) as well as connectivity (as she claimed she searched my area and there is good/sufficient LTE coverage in that area). So, naturally, I open the product the same day I receive and begin testing before my 7-days are up.</p> <p>But now I'm being told that this might have been a mistake, which makes absolutely NO SENSE to me.</p> <p>Anyway, she tells me that she has escalated this and they will get back to me later that day or tomorrow (Friday, 01/07/2016).</p> <p> </p> <p>I was then contacted by Bianca (aka Balungile Qwabe) who assisted me in resolving this issue. She told me that she had investigated the matter and that I was right. She informed me that you (Mondo) will cancel this for me and take the Media Pad back. She then said that I should send the bill I receive to Mondo and I will be reimbursed.</p> <p>I have been receiving invoices from Telkom ever since which include the media pad I did not agree to. I spoke to Kimona Pillay and Balungile Qwabe multiple times and they assured me that this matter will be resolved. It has not been resolved. I have been paying for this pad for the past few months and I’m tired of it now. The order was not cancelled and I was **** to by the company and the agents many times. IF THIS IS NOT RESOLVED BY THE END OF THIS WEEK I WILL BE TAKING LEGAL ACTION.</p> <p>FIX THIS NOW. I have tried to be civil and allow you time to resolve the issue but my complaints are going unheard and my consideration and kindness is clearly being taken as a weakness. I am fed up now. Fix this thing and refund me my monies due.</p> <p> </p> <p>Herewith are the details of my various interactions with your agents:</p> <p> </p> <p>1st interaction -</p> <p>Agent Name: Ilona Stevens</p> <p>Number of interactions: 4/5 (apologies, she called me back many times, I don't recall the exact number)</p> <p>Supervisor: Christine Michael (I had a chat with her supervisor to confirm some of the detail she gave me)</p> <p>Reference Number: TKMB ********** 8</p> <p>Date Contract was agreed: 15/06/2016</p> <p> </p> <p>2nd interaction (inquiry and complaint logged on 30/06/2016) -</p> <p>Agent Name: Christine Michaels (coincidence she says. we chuckled about it).</p> <p>Number of interactions: 1</p> <p>Reference number: 62763</p> <p> </p> <p>3rd interaction (query resolution call -</p> <p>Agent Name: Bianca (aka Balungile Qwabe)</p> <p>Number of interactions: 2</p> <p>Reference number: 62763</p> <p> </p>