Disgusting Service from MTN / Monde

*Review sent on behalf of my husband , Victor Chetty ***/ ***)*

I app**** for the data contract on the 24th November 2023. It was 10mps unlimited data for R250. I was asked to pay an amount of R307 before the router was delivered,which I did. I was told delivery would be 3-7 working days. I didn't get a response and kept calling Mondo which was the company running this promotion on behalf of MTN. Some agents told me it's with the courier, until eventually in mid December 2023 a customer service agent by the name of Kimiel eventually told me the contract was canceled by MTN but could not explain why this was so. I insisted on speaking to her superior which eventually only happened a day or 2 after my first interaction with Kimiel. The supervisors or managers of Monde refused to take my call. I made about 10-15 calls to Mondo and everytime it would be a different excuse when I requested to talk to the Supervisor/Manager the agent would put me on hold until I hung up. The line Manager eventually confirmed it was a system error and therefore my contract was canceled. She then told me that she works at Customer s Service and she will escalate to the Call Center to process my order. So I app**** for a contract it was canceled by their system. Now I had to reapply which is in the mid December 2023. I eventually get a call from a gentleman offering me a new contract but all the benefits that I was initially receiving was now over because apparently it was a Black Friday deal. I tried to explain that it was a systems error and that I should not have to bear the brunt for this error and lose my benefits. I eventually asked to speak to a Manager and like every other time I was put on hold till I hung up. I then sent a complaint to MTN and recieved no response from them. I emailed them 3 times and to date received no response. I went on leave on 23rd December 2023 and when I got back, I sent another email to Kimiel from the Customer Service Department but didn't get a response to date. I sent another online query to the Call Center and I did get a call from Ayanda who told me that my contract was cancelled again on 9th January 2024 and according to the system my funds will be credited to me. Previously when it was canceled, it was in my MTN account but this time around it needs to be refunded. If I want to continue with a new application I will have to pay again and go through the whole process of paying and waiting 7 days for the courier to deliver before I received my device and thereafter activate my contract. Once again I requested to talk to a Manager and to date I am awaiting for a call from a Manager so I could explain the unsatisfactory service I have received. Both MTN and Mondo have shown to be very unprofessional organizations. Therefore as a paying Client to both service providing companies I have no choice but to report these 2 organizations to Hellopeter.com. I look forward to hearing from you as to a solution. Many thanks. Victor Chetty ***/ ***)