Poor customer service, no help, day light robbery
On December 12th 2021 I order a home wifi from mtn the sales consultant who assisted  captured my order but instead of only capturing one device he captured 2 which I did not agree too. I called into mondo customer line for them to collect the device and cancel the extra device, they then lodge an investigation and listened to the call and the findings came into my findings and it was found the error was made by sales consultant. When the device was collected by dsv in January 2022 13th they said it should be at mtn warehouse midrand 48hours from collection, I called into mondo same day device was collected to issue them with my reference number as they requested from me so that they are able to track device and get a reference from warehouse in order to proceed with cancelation they said it would take up to 5working days for it to be done. I waited for 5days and called and they still never received the reference this matter was escalated more then 3times and still nothing was done, as I stated to the consultants who I spoke that it is urgent matter and when month end comes I won't be able to pay the amount of R2300 and especially for a device I did not agree.. Month end comes and the debit order goes of for the full amount mentioned above, I call in and email mondo and mtn and the device was still not canceled come the 31st of January 2022. I then receive emails from mtn saying that they can't assist me as it is mondo that must correct the error. I receive emails from mondo saying matter is being escalated and at this point I am just receiving the run around and no service. Eventually I call into mondo on the 4th of February 2022 they consultant says no the device was removed and canceled yet nobody communicated this with me. Same day I requested for her to start a credit application to refund me my money for the device I did not agree to.. She completes the application and submits it and says that I should check it a week from application has been submitted if account was credited. Okay I call a week later to mtn account department to check if my account has been credited, they lady who assisted says application is still in process and gives me a reference and escalates matter as per my request, no action happens again instead I receive a new invoice for R3466. 72 to be debited end of February, I then email mtn asking for a amended invoice as well as to remove all charges related to the device I did not agree to because how can I be liable for cancelation fees for an error made by their sales consultant, at this point I was feed up for two weeks we have been communicating via email and nothing has been done instead I received a invoice including charges for a device I did not agree to.. Today is a the 01 March and my account was debited the amount of R3466. 72.
I am now requesting for mtn to cancel the wifi device that I have agreed to because this that I am experiencing is day light robbery and fraud and poor customer service. Because I was billed incorrectly for the past two months I also demand that I not be charged for any cancelation fee on the device I am using because of the lack of urgency and poor customer service I have been receiving from you guys. I have been Mr nice guy for too long and tolerated enough but today I just had it with the run around, no assistance and pathetic service. I request to be connected and that this matter to be dealt with accordingly.
I have reversed my debit orders since and request a invoice for the devices that I have used ONLY and nothing more, I will pay what I owe and nothing else.