Upgrade faux pas… on your part…
So, what an awful experience this has been. Was phoned about a Black Friday deal (18 November) for an upgrade on one of my lines which was amazing, but declined the upgrade on the second line. Signed up for the one upgrade happily waiting for my phone as there was no stock… to my surprise, a month later I get new emails, with new order and reference numbers stating that my upgrade has been approved (after the initial emails stating the same) … I smelt a rat… and to this day I’m glad I followed my gut and queried those emails… turns out… someone at Mondo, without contacting me and without my permission, cancelled the initial contract upgrade that I had agreed to, upgraded my second line, redid the upgrade on the first line and changed the terms of the contract (from a 24 month to a 36 month) as well as add items to the original device that I did not request… this is Fraud… queue the relentless phone calls to your call centre, being placated by a million different call agents all saying, “sorry for your inconvenience” and yet doing absolutely nothing to get the problem resolved. Also, I’ve never dealt with a company that has as much down time on their systems as you do. So, finally, at the end of my tether I phone your call centre once again (29 December) and finally get to an agent called Zandile, what an amazing asset to your team, she listened to me ranting and raving and did what I have been asking all your other agents to do (which they didn’t… just gave me the same bull line of we’ve sent a request through and phone back in a week to see if it’s been resolved) and got both upgrades reversed. If it wasn’t for this amazing lady doing her job graciously and thoroughly and getting the job done while on the phone with her, I would’ve given you 1 star (zero if I could). This lady is an asset to your team, the rest though… they need some working on… I trust that you will look into this situation to prevent anyone else going through what I went through.