Disappointing Service and empty promises

Since my contracts are due for upgrade one of the consultant from Mondo contacted one on the 17th of this. We went over the details off the contract and she checked if they had stock. Since it two contract we wanted the Samsung Galaxy S22 ultra with the 44mm classic watch. She said every was in order did ask for any documents because it is a upgrade, just mention I should have my ID copy and proof of address ready. I will get the items on the 24th of January. Ever since the 17th - 24th Mondo has been requesting documents over and over. The very same documents. I sent 6 times on email not mentioning 2 WhatsApp even. Till today no phones or watches and not a single call in regards to it. When I tried to track on the website with ID number nothing, no open file even. no: *** was the first reference number, Case:RCO335021 this was the second one. Last year I had a problem with a sim only contract which I wanted and never got delivered. Ended up cancelling the order. Should have learnt my lesson from that, that Mondo would only disappoint me.