# MTN & Mondo – Misleading Sales, Failed Cancellations and Over R5,000 in Incorrect Billing!

# MTN & Mondo – Misleading Sales, Failed Cancellations and STILL Adding R2,200 in Cancellation Fees!

I am absolutely disgusted by the service I have received from MTN and their sales partner, Mondo.

I have been a loyal MTN customer for many years, but the way I have been treated over the past few months is beyond unacceptable.

This nightmare started when I was misled by a Mondo salesperson into taking out an additional contract. When I realised what had happened, I requested cancellation. Since then, I have spent countless hours on the phone and sending emails, trying to get MTN and Mondo to correct the situation.

I have been passed from one department to another, repeatedly promised that the matter would be resolved, and assured on numerous occasions that I would **NOT be charged cancellation fees or penalties**, as the delays and problems were caused by their own sales and customer service representatives failing to process the cancellation correctly.

**HERE IS WHERE THINGS STAND TODAY, 21 OCTOBER 2026:**

- My latest MTN statement reflects **R5,578.60 in new charges** and an outstanding balance of **R2,536.16**, despite credits already processed. - MTN confirmed to me telephonically this morning that a further **R2,200 cancellation fee has been charged to my November invoice!** - An additional unwanted contract is STILL reflected on my profile, despite repeated cancellation requests. - I have not received the full refunds I have requested for charges relating to the unwanted contract from its inception. - I am still waiting for the requested call recordings, including the original sales call in which I believe I was misled. - Despite requesting a manager to contact me, nobody has taken ownership of this ongoing mess.

**THE MOST RIDICULOUS PART?**

Today, Mondo responded to my latest complaint by simply advising that MTN had processed a credit on 5 October 2026.

YES, I CAN SEE THE CREDIT!

My statement reflects a credit of R3,401.59 dated 5 October, but that does not resolve the problem!

How can Mondo consider this an adequate response when MTN confirmed to me TODAY that I am STILL being charged another R2,200 cancellation fee?

On 29 September, Mondo confirmed in writing that my cancellation request had been submitted and that they were waiting for an RMA number before escalating it to MTN.

On 19 October, after yet another follow-up, I received another generic response saying the matter had been forwarded to the relevant department.

Now, on 21 October, instead of addressing all the outstanding issues, they simply tell me a credit was processed!

**HOW MANY MONTHS, PHONE CALLS AND EMAILS DOES IT TAKE TO CANCEL A CONTRACT?**

I only want to retain the ONE longstanding MTN contract that I have had for years. Instead, I am being charged thousands of rand because MTN and Mondo cannot get their cancellation and billing processes right.

**THIS IS WHAT I EXPECT FROM MTN AND MONDO:**

1. Immediately reverse the R2,200 cancellation fee on my November invoice and all other incorrectly charged penalties. 2. Cancel ALL unwanted contracts and ensure no further charges are raised. 3. Refund ALL charges relating to the unwanted contract from its inception. 4. Correct my account and provide a complete reconciliation of every charge, payment, credit and refund. 5. Provide the recordings of all calls relating to this matter, particularly the original sales call. 6. Have a senior manager contact me and take responsibility for resolving this matter.

I have spent HOURS of my personal time trying to rectify mistakes made by MTN and Mondo. I have followed their processes, sent emails, called repeatedly and given them more than enough opportunities to sort this out.

**WHY MUST THE CUSTOMER BE THE ONE TO SUFFER FINANCIALLY BECAUSE YOUR STAFF CANNOT DO THEIR JOBS CORRECTLY?**

I am a longstanding paying customer, not someone asking for special treatment. I am simply asking MTN and Mondo to honour the assurances given to me, correct their mistakes and stop billing me for services I have repeatedly requested to cancel.

If this is not resolved before my next billing date, I intend to escalate the matter through the appropriate consumer complaint channels and consider legal action.

**MTN AND MONDO – STOP PASSING THE BUCK, TAKE RESPONSIBILITY, REFUND MY MONEY AND FIX MY ACCOUNT!**

Complaint *** Latest MTN call ***