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Treveno C

1 reviews | Active since Jul 2020

07 Jul 2021, 17:24

Very Poor Customer Service

I recently subscribed for a Telkom DATA sim card via Mondo. I got a call from and agent quite promptly and all details were provided to him telephonicallyfor the agreement to commence, however, the agreed debit date was captured incorrectly for his commission purpose only, by the agent and I know this as I also work in a call centre and I know they are commission driven. My stipulsated debit date on the recording was the last day of the month and yet the agent captured the 25th, and submitted for collection on the 25th as well. I did not have sufficient funds in my account for the admin fee at the time which resulted in me having to pay the bank an amount of R160.00 in unsuccessful debit fees. I emailed the customer care department Mondo expressing that due to the error of their agent, I am now having to pay more than the actual admin fee of R149,99. I received an email from a consultant named NALEDI Khuzwayo who indicated that Mondo will not refund me the bank charges, but do please have funds available to debit your account on the last day of the month. I was amazed at how my request for re-imbur*****t was "brushed aside" and Mondo's interest of collecting my money became priority. I was still not debited on the correct day , but 2 days after. To date, no further communication has been received from Mondo as I did ask Naledi to escalte this matter to her management. I still have not received my DATE sims as promised after my admin fee is debited, it will be delivered. I am now 6 days into the month and will pay a full premium for DATA I have not used as I should have which does NOT accumulate monthly as well.

0
Replies (15)
Mondo
Mondo's reply07 Jul 2021, 17:33
Official
Hi  Treveno,
 
Thank you for taking the time to write to us regarding your recent contract with Mondo.

We sincerely apologize for inconveniences caused.
 
Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query during business hours.
 
Your Case Number is:  RCO127174
 
Regards,
 
The Mondo Team

 
TC
Treveno C's update07 Jul 2021, 17:45
Reviewer Update
Hi
Please can I be contacted during the times 12h05 and 12h50 in this week and not any other time as I am not allowed calls whilst working.
Thanks
Mondo
Mondo's reply08 Jul 2021, 07:35
Official
Hi  Treveno,

Trust you are well.

The below has been noted, you will receive a call between 12:05 - 12:50.

Regards,
The Mondo Team

TC
Treveno C's update09 Jul 2021, 16:02
Reviewer Update
HI

The courier guy, very well mannered called me to arrange the collection and directions to deliver my parcel. When he got here, I produced my ID and proof of residence as told by the agent at point of sale. The courier guy pointed out respectfully the clause on the delivery not that says that a copy of the ID must also be given to him or he cannot hand over the parcel. I cannot blame him as he is actually doing his job, versus the sales consultant who informed me that the courier guy will take pictures of both document due to COVID regulations. What a hassle for just 2 DATA SIM CARDS.
I am still awaiting feedback from Mondo on my refund for bank charges and they seem to have kept quite after their response here.

Treveno.
Mondo
Mondo's reply12 Jul 2021, 08:39
Official
Hi Treveno,

One of our dedicated consultants will be in contact with you to provide you with an update soon.

Regards,
The Mondo Team
Mondo
Mondo's reply13 Jul 2021, 07:49
Official
Hi Treveno,

Please note that due to protest action, our offices are closed.
Note that we will be in contact with you as soon as we return to the office.

Thank you for understanding.

Regards,
The Mondo Team
Mondo
Mondo's reply20 Jul 2021, 15:16
Official
Hi Treveno,

Trust you are well.

Please note that an urgent delivery request has been sent to the courier team.

We do apologize for the delay.

Regards,
The Mondo Team
TC
Treveno C's update27 Jul 2021, 16:40
Reviewer Update
Wow. the again false promise after 2 calls and many emails and guess what?? I still have not received my delivery and am also due to pay my first official premium. This is really pathetic service offered to and existing client. I still have not heard anything from anyone regarding me being re-imbursed for the bank charges incurred due to your salesman error. Please don't call me just for the sake of this forum, call me with a solution for both queries. and when I am available as I also work. I can be contacted between 14h20 - 15h05 during this week....
Mondo
Mondo's reply27 Jul 2021, 16:42
Official
Good day,

Please note that we are currently working on your query and we will provide you with an update by tomorrow.

We do apologize for the inconvenience caused.

Regards,
The Mondo Team
TC
Treveno C's update03 Aug 2021, 16:06
Reviewer Update
03/08/2021 and still since your response on the 27/07/2021. I cannot understand what the problem is to have 2 sim cards delivered to me. I understand the 1 week of the unrest, however since then NO positive action from your side. I did receive a call from a lady and a I was on a call at the time, I asked her to hold on for a minute and she dropped the call. I am now awaiting feedback for more than a month on my bank charges as well as the sim cards that were due to have been delivered to me at the beginning of July 2021 which is NO fault of the courier as the sales agent misinformed me of the receiving process upon delivery.
Please let me know what is happening regarding both my queries. I am available THIS WEEK between 15h05 - 15h50 should one need to speak to me.

Thanks and Regards

Treveno
Mondo
Mondo's reply04 Aug 2021, 16:22
Official
Hi Treveno,

Please note that we has contacted you however you were not available to chat further regarding your Telkom Delivery query.

Our team will be in contact with you on 05-08-2021.

Regards,

The Mondo Team
Mondo
Mondo's reply12 Aug 2021, 15:26
Official
Hi Treveno,

Please note that our consultant, Kim, has attempted contacting you with no success.

Kindly note that your contracts are active and your query is resolved.

Should you have any further queries please call or email our team.

Regards,

The Mondo Team
TC
Treveno C's update18 Aug 2021, 17:05
Reviewer Update
I have eventual received my sim cards after more than 6 weeks of promises on the 10/08/2021. It took another 3 days and on the 3rd day, I was called by Kim at 08h05 and assured that the sims would be activated in an hour. The MONDO time obviously meant 15h00. I then received an email today which really added a feather to the cap of this company. I app**** for the sim only deal for 20gb data which comes with the 20gb night surfer data for R199,00. When the sales agent called me to process the sale, he informed me that instead of 1 sim card for the same package, I would receive 2 sim cards for the same package and to my understanding 20GB DAY AND NIGHT at the same price of R199,00. I accepted as it was even better than what I wanted, I received an email today dated 17/08/2021 congratulating me on signing up for the 2 sim data deals as seen here : • SIM Only on SmartBroadband 10GB Wireless (Top Up) @ R99pm x 24 Months x 2
If this is what I am expected to pay for something that I once again did not agree to and once again not adhered to by the salesperson, I am now requesting for a copy of the voice log and also for the QA department of MONDO to review this sale and provide me with feedback in detail on this platform and not hide behind their common responses here of me being contact at their times of convenience and not mine. I am definitely CANCELLATING THESE CONTRACTS.,
TC
Treveno C's update18 Aug 2021, 17:05
Reviewer Update


Liam ChutherpalHi

I have spoken to Kim and the matter regarding the matter and as usual, I was always contacted at times when I unable to take the calls. After promises to activate my sim on the 13/08/2021 at 09h00, I had to call back to be promised to have it activate at 14h30, but was only activated at 15h00. FINALLY RESOLVED.
My INITIAL query regarding the BANK CHARGES is still BLATANTLY being ignored and it is obvious that MONDO does not care. I am now going to also report this to the OMBUDSMAN as this shows how much they value their clients and their LACK of communication regarding a client's money to be refunded. I'm sure when I do not pay my premiums, I will get emails, sms's and also a call in this regard, but when it comes to me getting back what is due to me due to YOUR hastiness for commision, then, that is ignored.
I WANT MY MONEY BACK MONDO
Mondo
Mondo's reply19 Aug 2021, 08:34
Official
Good day,

Please note that we are currently looking into your query and you will receive a call within today.

We do apologize for the inconveniences caused.

Regards,
The Mondo Team