Money First! Customer Last!

It's is extremely difficult to contain my anger and frustration in dealing with MTN/Mondo. Despite better judgement, we proceeded with an MTN data deal through telephone sales. We were told that we would be receiving a portable MIFI unit and we were assured of this by the telesales person. Although we wanted a written confirmation of the details of the contract as well as the terms and conditions, we were told it was not possible for this to be sent to us and the T&Cs could be downloaded from MTN website (which we investigated later and couldn't even find out which one of the hundreds of T&Cs would be applicable to us). This would have afforded us an opportunity to resolve the problems early on and confirm if the details have been correctly captured.

When the device and SIM was eventually delivered, our excitement was quickly turned into disappointment when a different device, that did not match what was promised, was delivered. Ever since that day, it has been a thoroughly painful journey with MTN/Mondo. We submitted the problem to MTN and have had no response on a solution. We've called MTN and was informed we had to speak to Mondo as it was not an MTN problem (surely you could have advised us of that in our first query?). We have called Mondo to which the interaction is not welcoming at all. We bought our own MIFI, only to be rudely informed that this SIM is not transferrable.

We are now stuck with an unusable contract for the next 24 months to which there seems to be no acceptable resolution. And why does the SIM need to be put into a specific MTN registered device? Seem very anti-competitive!

It is clear that MTN is only interested in our money. Customer service is clearly not a priority. We've been informed that there is no other alternate solution but to wait for the outcome of their investigation. No timeline could also be committed to. Mondo is your selected service provider chosen to represent MTN. How has it become my problem to drive a resolution to this issue.

It only serves to reaffirm my belief that TeleSales should never be trusted.