Mondo/MTN review: Internet

We took out a month to month contract with Mondo/MTN early in 2022. We did month-month for the last 2-3 years because we new we would be emigrating somewhere in the near future, so we could cancel easily.

Mondo agent contacted us in 2022 offering an upgrade, and my husband specifically asked if it was still going to be a month to month contract. The agent went back and forth and my husband just stuck to the fact that he wants to stay on a month to month. After a while the agent said that the deal is in fact month to month and that if he were to cancel he would just have to pay a small cancellation fee of something like R195.00. My husband agreed.

In December 2022, we cancelled our contract and Mondo refused saying we still have well over a year left of our contract and that we were not allowed to cancel and would have to pay thousands up front to cancel.

We fought as hard as we could before emigrating, and finally got through to an agent who pulled up the recordings and they admitted that the agent was wrong. And all we needed to do was return the router to an MTN store. We got there and MTN refused to take it as it was not in the original packaging. (this was never communicated to us that we would have to return it let alone in the original packaging).

Now we are in Canada, I email them on a weekly basis and every time a different agent replies asking the same questions and giving the same answers. They again confirmed that the dispute was ruled in our favor after listening to the recordings and that we should please return the router to an MTN store. My mother in-law took the router and was denied because it was not in original packaging.

Every month they take money from our account and every month I stop and reverse the payment. Now I can't even reverse the debit order anymore. Not sure if they went to the bank?

This is robbery! And we are completely at their mercy because we can't pick up a phone and talk to them - not that that would help?

If you have ANY advice - please let me know what we can do.