Pathetic service and total incompetence form Mondo

I took out a cellphone contract with Mondo on 11 August 2025 and opted to have a Samsung 7 watch included with my cellphone contract. Upon delivery of my phone and watch voucher on 13 August 2025, I discovered that it's not the watch I wanted and not something I can wear. It's a voucher for the Ultra. Upon calling Mondo customer service of whom none of the Agents know what's happening. I was placed on hold by the first Agent for 20 minutes, who asked to redeem the voucher and then take the Ultra watch and go to the Samsung store, maybe they will exchange it for you. Then she proceeded to put me on hold for 20 minutes because I refused to accept and pay for something I didn't ask for. I eventually had to disconnect the call.

I called back, whereby a second Agent tried to assist. She continuously put me on hold, trying to find out what to do. How do you employ people in Customer Care who are clueless?? After deliberating with her where she insisted there's nothing they can do, I even opted to have an additional contract for the watch I want, without having to cancel anything. She responds by saying that I can go to any MTN store or Samsung directly, and they will add the watch I want as an accessory. When I called the MTN stor,e they advised that I was advised of something totally absurd. Nothing of that sort is possible.

Is MTN so desperate for cheap service providers that they opt to utilise such *********** service providers like Outworx/Mondo?? Let me forget the most important aspect of the Agent that took out my contract, he failed to tell me what the contract includes, and insisted that because I'm taking a watch, I cannot take a 24-month contract, I have to take it over 36 months, which MTN confirmed afterwards as being false.

I totally refuse to pay for something I never asked for. Either they fix this because of their *********** staff, or I am taking my complaint to the Consumer Commission.

The level of service is putrid and downright pathetic. The individuals who work there are almost uneducated and have zero customer skills.