Incorrect Product Delivery and Poor Customer Service

Dear Mondo Customer Service/MTN

I am writing to express my deep dissatisfaction with the recent experience I’ve had with your service following a cellphone contract I initiated through Mondo on 11 August 2025, which included a Samsung Galaxy Watch as part of the agreement.

Upon receiving my handset and voucher on 13 August 2025, I discovered that the watch provided was not the model I had requested. Instead, I received a voucher for a Samsung Watch Ultra — a product I neither selected nor can use.

I contacted your customer service team immediately to resolve the issue. Unfortunately, the experience was highly frustrating and unproductive:

The first agent I spoke with was unable to provide a clear solution and placed me on hold for approximately 20 minutes. I was advised to redeem the voucher and attempt to exchange the watch at a Samsung store, which is not a standard or acceptable process.

I declined this suggestion and requested a more appropriate resolution. The call was then placed on another extended hold, after which I had no option but to disconnect.

Upon calling again, the second agent also appeared to lack the necessary knowledge or authority to assist effectively. Despite my efforts to suggest alternatives — including opening an additional contract for the correct watch — I was told to visit an MTN or Samsung store to add the desired device as an accessory. MTN has since confirmed that this advice is inaccurate and not supported by their process.

Additionally, the agent who initially facilitated my contract failed to provide accurate or complete information. I was told that taking a watch as part of the deal meant I had to accept a 36-month contract. However, MTN has clarified that this is not the case, and a 24-month term was indeed possible.

I find this level of misinformation and lack of accountability completely unacceptable. I am not willing to pay for a product I did not request or authorize. This issue must be resolved promptly and appropriately.

Should I not receive a satisfactory resolution, I will have no choice but to escalate this matter further — including lodging a formal complaint with the Consumer Commission.

I urge Mondo to take this matter seriously and address the following:

Immediate rectification of the incorrect product provided.

Clarification regarding contract terms and product options.

Assurance that future customers are not subjected to the same misleading service.