watch out for Mondo ****mers, the deal is usually too good to be through

My email conversations starting 15 May after cancellation of the R249 home wifi router month to month contract. Online sales (Mondo) requested my banking details, an amount of R746.51 was debited from my account immediately. Five days later I reported the device and cancelled and was advised to visit the store to get the IRMS number, which I did, i emailed this to MTN and was advised that a refund will be due by month end. Then June happened and no refund, so i went back to the store, it's also impossible to call since I'm not an MTN subscriber. Also note I'm using my work time to visit the store. At the store they made calls to customer care and new ticket reference numbers were created and only god knows why I didn't get a straight answer and please remember waiting to speak to an agent can take up to 30 to 45 minutes. My emails flooded with ticket numbers so on the 4 July I spoke to Trevek (Mondo) and he affirmed that he and his manager Poovarsha will investigate and was given reference 2JNBNHD and my second call was to Trevek again on 21 July and wait for it this was the response: ''the cancellation was supposed to be done with us at reward sales, however Mtn has been f-ing it up and we have a spreadsheet of fools like you on it and we're sending it to Mtn daily of customers claiming refunds and not getting joy from their poor and horrible service, with reference 2-L8DVAL'' but don't worry ma'am i will forward your problem to our billing department and request the refund for you. I called yesterday 1 August to mention that I'm still receiving emails from Mtn and this will mess up my credit score. In the call on 21 August Trevek said it will take 3-5 working days for the refund and since then it was way over the turn around time. I didn't get a reference this time because I was advised that this coming Friday which is tomorrow at 12 0 clock I should call back because they might have a different lie to tell, that will mean i will wait longer or maybe answer their prayer that I will say **** it they can keep the money, life goes on. 1st Email I ordered the R399 Wi-Fi router option on Friday 5 May. I received the router Wednesday 10 May. Till to date this router has not been working. I’m not an mtn subscriber so I don’t know how to contact your customer care line and there aren’t any details or no info in the box I received coming with the router. My frustration is that I paid a service I don’t have access to. I was advised that the sim was not rica’d and that this department does not operate on weekends. 2nd Email So I’m not just complaining I’m disappointed that this big company such as yourself have no customer care at all. Your service sucks!!!! So I cannot be billed for a service not in use since 5 May I’m requesting a refund or I just wish to cancel instead.

my email to the complaints department at MTN - CW Wentzel ID # ***

I agreed to a contract home wifi router on Friday 5 May with online sales. I received the device on 10 May. I was advised to wait 48 hours for the sim activation. I called on Saturday I was told the sim was never rica'd and that department doesn't operate on weekends.

So my frustration is that I paid in advance for this service and I haven't had any benefit to your *** service. You don't have service champions you have service losers, I wish you could listen to the calls the quality of the call and the service agents ignorance.

So I'm wishing to cancel and now I have to take time out of my working day to leave your router at a store. I work from home and I need internet connectivity and MTN made a fool out of me. So I paid for a service I can't use. This is nonsense and ********.

I hate this company it's been the worst week ever Irms***

Get Outlook for iOS ________________________________________ From: ComplaintsManagementTeam <***> Sent: Thursday, May 25, 2023 8:16:08 AM To: Wentzel, Wanetta <***> Subject: Re: Disgust in your customer service - [External Email] Good day Wanette Please provide the IRMS number when the router was returned. Thank you Renall From: *** Sent: Monday, May 22, 2023 5:15 AM To: *** Subject: Re: Disgust in your customer service - [External Email] ________________________________________ I’ve returned your router. I'm expecting a refund

my email to ICASA and *** - Good day

I’ve sent an email to below as per date shown and have not received any response back. I’ve gone through all channels as instructed when I visited the MTN store. With my last visit the reference number (***) received was for my refund and till date I have not received any communication.

Regards Wanetta

From: Wentzel, Wanetta Sent: Friday, 02 June 2023 09:07 To: *** Cc: ComplaintsManagementTeam <***>; Complaints <***> Subject: FW: Disgust in your customer service

Good day

As per email below, I would like to report this business and poor service rendered. Till date I have not received a refund and this is almost a month since my purchase.