Hungry Jack's Australia

Hi, the last few times I have ordered a whopper without mayonaise and ketchup, it had ketchup. So the next time I tried ordering it differently and ordered it as a whopper with tomato, lettuce and cheese only, to still get ketchup. This is extremely frustrating as we live 40 kms from HJ's and it is a treat for us, but one always ends up not being able to eat their burger. What is the best way to say the order, so it can be made without sauces? Yes I have tried saying that too! Thanks Sharon Flight