Appalling Service!!!!!

On the 13th December 2021, I app**** online for an upgrade which was confirmed that it successfully went through at 15h11. Later that evening, I received a call from the Mondo / Rewards call centre advising that my upgrade application was incomplete and she (consultant) would assist me with a telephonic application for the upgrade. I figured that it was probably the case as I had received a follow up email at 16h06 advising that the a consultant will call me to assist further. The consultant advised that the Huawei laptop which I initially app**** for is out of stock and I then subsequently opted for a HP i5 laptop.

To my surprise, 2 laptops were on its way with DSV as a result of my online application which went through successfully and the MONDO consultant who processed a new contract and not an upgrade which she said she’ll do. I tried cancelling it, however, was advised by MTN and DSV that I could not do so given that the packages were at DSV already. Upon delivery on the 23rd December 2021, I only signed for the HP laptop and returned the Huawei laptop with the courier. When I opened the package I discovered that the HP delivered was an i3 and not i5 that I was sold by Mondo. I subsequently returned the laptop on the 24th December 2021 to your MTN store on 14th Avenue (reference number: IRMS678753). The MTN consultant advised that I should call Mondo the 30th December 2021 as the device should be returned to the warehouse by then. I called Mondo the first week of January 2022 to cancel and was provided with reference numbers RCO166358 & RCO 166366. The Mondo consultant advised that both applications has been cancelled.

To my disappointment that was not the case as I was debited with an amount of R564.74 on the 20th January 2022 for the new contract which I never requested and agreed to. I called the Mondo call centre again on the 21st January 2022 @11h43 and spoke a consultant by the name Cathy. She assured me that she will have the contract cancelled and will call me the same day to provide me with feedback. I am still waiting for her call up to today. I call the Mondo call centre again today at 10h07, spoke to Dinesh, who took my details and promised to send an email to Cathy to return my call. AGAIN, no call back received. I then receive an email from MTN saying the following: Please send the proof for Suspected ***** SR raised by you to this mail address *** with subject line as #SR:***. My cancellation request was only logged TODAY!!!!!

I then call the *** number at 15h12 today to lodge a complaint and spoke with Linda who, very disinterested, tells me that I’m liable for the amount and as I’m waiting while he checked my account, hangs up on me!!!!!

I am at my wits end!!!!!!! I have spent so much time and money on calls to MTN and MONDO (which by the way is offline on most days); I refuse to make another call to these companies. They have proved not to care about customers and that I am another annoying ‘number’ interrupting their day.

I DEMAND FOR THE NEW CONTRACT TO BE CANCELLED AND THE R564,74 REFUNDED TO ME IMMEDIATELY. I NEVER ASK/AGREED FOR A NEW CONTRACT!!!!!