CPA/LEGAL

Good Evening Mtn Complaints and Rewards Dept ,

Can you please assist me with this query that I have with both Mtn SA/Mondo, Late June or early July 2021 I ordered Router from Mtn Online/Mondo. I didn't get a response immediately from the online, then after a week or two I submitted another order for the same router thinking they didn't receive my 1st online order. Only to be responded after the 2nd online order, with 2 sms's with 2 different order confirmation, but I never took it to mind that I would receive 2 routers. And when ordering, I didn't know there's a difference between home and pocket router. When I finally got the delivery on the 25th July 2021,I actually realized it was a big router(house), and even worse, 2 of them, since they confirmed both online orders. Upon realizing that's not what I wanted, after only opening one box, and I did not even open the sim card, I phoned the service provider (MtnSA ) on the very same day the 25th July 2021.I was advised to take them both to an Mtn outlet, the next day the 26th July 2021 I went to Maponya Mall, where I was told they were a Franchise store not a main branch. I was advised to go to West Gate since it's the next closest to me, I'm in Soweto. I went to Westgate Mall on the 27th July 2021. Both routers where taken, and I explained I only opened one of the boxes, but the sim card was still sealed. I was provided with two tax invoice with IRMS numbers, the tax invoices are attached with Customer Returns Document and there's even consultant name and surname that assisted me on the 27th July 2021. I was told I will get a notification when they have been received, I think where they are stored. Then to my surprise on the 3rd of November 2021 money was deducted from my account, I think it was R900 and something. I immediately phoned Mtn, explaining the above, their service champion Sanasha at that moment said she will take the matter to their billing department, mind you, they linked this router thing to my current contract I have with MtnSA. So my number was by then suspended as well. The Mtn Champion(Sanasha) said I should reverse it from my side with my bank which I did, I even told her I hope I wont end up on Credit Bureau, she assured me it wont happen since the matter will be settled. And she unsuspected my number which I have with MtnSA for over 10 years (contract with them) . They said the cancelation got to them on the 08 November 2021, I also spoke to Precious, transferred from one person to another, this was a different occasion, Then again on the 30th December 2021 my phone was suspended, because they said I was owing , I phoned and spoke to Precious who gave me this reference number # 114v4bi . money debited from my account on my pay day, it was R1000 and something. Same information was asked, when where they returned, where and they would still tell me they will escalate it to billing, and was also transferred to billing myself, and they said my query has been logged. Then they will again unsuspend my current contract, I don't know why is it even linked to my current contract, the one they linked with the returned routers. Then on the 5th January 2022 I was given some hope that my query will now be finally sorted,was given two ref numbers # ***98 and # *** and given a number to phone the Manager to unsuspend my number. On the system it showed that it's canceled,, given two reference numbers, and this on the 5th my line was suspended again since I yet again reversed an amount of R1840 something. Then my line was suspended 2 days later again on the 7th January 2021, upon phoning and given another reference number within two days, and my line was unsuspended again, End of January 2022, a whooping R2242 was debited again, phoned Mtn ,spoke to Nomsa, reference number given was # ***. I went to reverse it on the 4th February 2022, then yesterday 7th February I received an sms saying my line is gonna be suspended within 1 day, which is today 8th February 2022 and I will be now handed to Credit Bureau, which I asked Sonasha in November that I hope this wont be handed to Credit Bureau. I requested MtnSA to please not suspend my number. Let the right department to their JOB. And don't ever put my name on Credit Bureau. I don't owe you anything, except the current contract I have with you, which I pay monthly without fail, you can also check from your system. Why would I default on this one if I had those Routers, have been on your Contract for over ten years. I was even told to send the email to Mtn SA Legal Dept., Collection and Retention Dept.. What annoys me this so called routers are linked with my current mtn number and it gets suspended while mtn knows about my Quiry. Can you please assist me , can you also please check with Mondo.

On Sunday 24 April 2022 I received an email from vvm, I don't even know what is that, on behalf of MtnSA saying it's a reminder for me to pay as agreed. I didn't agree to anything, why would I agree to something I don't have. I hope my number will stay opened from now(27 April 2022) going forward.

Hoping to get a prompt response. Kind Regards, Sebenzile Ngubeni