MTN and Mondo - DISGRACEFUL customer service

I'd like to start this off by saying this is the worst service experience I have had in my entire life.

I was due for an upgrade and received a call from Mondo(if I'm not mistaken) Mondo is a company who sells contracts on MTN's behalf . Anyway... I receive a call advising that I am due for an upgrade , I ask what my options were and was intrigued by one, I accepted the one I was interested in and was excited for my new devices to arrive as I couldn't wait to get the new galaxy watch 4 .

The devices came on time through DSV , but unfortunately the one device was correct but the watch was a galaxy watch active( not what I agreed upon.). So I left both devices wrapped in the box and went to MTN columbine square to return the devices . When I got there I explained my issue and was advised that they could not assist me and that I should go to the glen MTN where I would be assisted.

I leave and go to the glen MTN branch and when I get there advise what my issue is , I am then told that they cannot assist me and that I should go the head office . This is now on a Friday. Anyhow I could not go over the weekend so decided to go on the Tuesaday as Monday was a public holday . I drive from Joburg South to 14th Avenue MTN head office .

I get to the head office and go into the branch , there is a long line but I stayed as I wanted to sort the matter out . 4hrs later I get to the front and the consultant says that I have to return the devices and log a query to have the new contract cancelled and put into an upgrade available status again. I agreed and gave her the sealed devices . She then gave me documentation showing that the devices were returned and also she gave me the email address of who I have to send the cancelation and status amendment to.as well as the contact number of the relevant MTN division which she advised calling would be more effective. I take the information and head home. When I reached home I called the number she gave me and reached a call centre of Mondo.

Firstly Mondo took 20 mins to take my call while the machine put me on hold until then. Anyway the agent answers says hello and put the phone done . I call back and wait +- another 20 minutes for an agent to take my call. She answers and tells me that there systems are off line and I should call back in an hour . I say ok and do exactly that after an hour , an agent takes my call and I explain to her the matter that I returned devices on an upgrade due to one of them being incorrect and that I need the contract for those devices cancelled and put back into an upgrade available status so I may upgrade and get the correct devices I wanted . She says ok , gives me a ref number and says she has logged the query and that I can call back in a day or 2 to confirm that the relevant action was taken . I call back later on in the week and they confirm that the action was taken . I say thank you and proceed to the MTN branch at the glen to do my upgrade .

I get to the branch and wait in line in anticipation that I'm going to get my upgrade in-store. I get to the front of the line and see the agent I explain to her the situation and she advises me that the contract has been cancelled but is now a prepaid number and cannot be upgraded . I advise her that I was told the error had been corrected and that I could come upgrade in-store . She told me I need to call customer care and speak to MTN retentions team as the prepaid number cannot be changed in store to a contract . The retentions team will have to change the status and the line. I then leave and come home. I call customer care and advise that I need to speak to someone in retentions, they put me through and again the line is cut . I call back , i follow the same process but this time I get a hold of someone on the other side. I explain the error AGAIN. and am told that MTN retentions cannot fix what has been done I need to call the NEW LINE department I hang up and call the Custoner care line

I ask to speak to someone in the NEW LINE department, I am them told there is no such a team .

I leave the call and call MTN service centre again to speak to someone in retentions to confirm.what I had just been advised. I get a hold of an agent and am told that retentions cannot help me directly , they will log a call with the people in activation / cancellation to reactivate my number and put it back into an upgrade available status. The query was logged and I received a ref number. So after a few days I went to the MTN branch to find out if I am now due for my upgrade . The agent advised that this was not and that my number is still in a prepaid status . Now I was sick and tired of this issue I asked if I could then take a new contract out . The lady said yes and when I app**** she said it was declined . I called customer care again to find out what is the matter and was told that the query was logged and that I would be contacted, Until today no1 has called me back or made contact to let me know if things were fixed

I have been a customer with MTN for over 8 years and never have a I come close to such putrid service .Many MTN personal don't know what there processes are some are rude and others just don't care.

Secondly I tried as best I could to sort this out ... be it driving around , making calls and most of all being patient and understanding . But I cannot run around like a headless chicken to fix up something MTN and Mondo messed up . This is disgraceful customer service and I would think twice before recommending MTN to anyone .