MTN Online Shop

Good day This has become a very stressful and costly process on my side.The history is as follows: 30 Jan 2021: Application of upgrade for number *** 1 Feb 2021: Upgrade approved5 Feb 2021: receipt of Router without sim card5 Feb 2021 to 8 Feb 2021: various calls to call centre as Device would not connect to cellphone and laptop8 Feb 2021: MTN sales dept advised that upgrade handled by Mondo (which was not advised on website)8 Feb 2021: I called Mondo to try and resolve issue, I was advised that the device should be returned and that I should call back and submit the IRMS received from store.9 Feb 2021: I went to the store, received the IRMS number IRMS 415883_19/10 Feb 2021: Called and provided the IRMS number to Mondo. I was told that MTN would provide me with a reference number with which I could apply for an early upgrade with.12/13 Feb 2021: Received bill for 1.5K for data and devices I did not have.week of the 15 Feb 21: Called Monde - they advised that device had been rejected.week of 15 Feb 2021: called store - they advised tat device was sent to incorrect locationweek of 18 Feb 2021 -store confirmed device sent to the correct locationweek of 18 Feb 2021: called Mondo - again they advised that I would receive a ref number with which I could use to get an early upgrade.week of 22 Feb 2021: Received ref number IRMS421001_1 from store.Week of 22 Feb 2021: submitted above ref number to Mondo - consultant advised that she had sent email for ref number to be sent to me.25 Feb 2021: Debit order for services not received was successfully paidWeek of 29 Feb 2021: followed up and received the same IRMS421001_1 as ref for early upgrade3 March 2021: Went to store for early upgrade was advised that cancellation fee would be approx 6K3 March 2021: Called Mondo to advise why cancelation fee was 6K3 March 2021: Mondo confirmed that escalation to MTN was made to waiver cancellation fee3 March 2021: I requested that the contract be cancelled instead given the period/time/energy and airtime invested from my side in an attempt to resolve this.8 March 2021: Received SMS from MTN advising that contract was set to be cancelled on 8 March 2021Received confirmation that contract was cancelled with ref number *** March 2021: Received bill with cancellation fee of R5918.15 March 2021: Called Mondo - Mondo is unaware of cancellation, Mondo advised that they have escalated request to MTN but could no longer confirm if amount could be waivedI am very much frustrated by this process, I noted several and server breakdowns in the process, I realised that MTN call centre agents do not know anything about products that they sell (one agent told me that 5G referred to the amount of data I would receive on a monthly basis). What stuck out the most in this ordeal is that MTN does not have clear communication with Mondo which is a painful experience for clients as this means you have to be the middleman between Mondo and MTN, using your own resources. I have been with MTN my entire adult life, I have been loyal enough to remain with MTN all throughout that time, increasing my products with them, I have been generally satisfied with the service and network, but this here is a circus and I am the only one fitting the bill for it. I am making a formal request for the amount of R5 918 to be waived immediately.