Mondo Rewards Company / MTN

On 28th January 2026 we were contacted by Mondo Rewards a company associated with MTN and they offered us an upgrade on a contract we have which expires in May. It sounded good and we agreed that all 3 numbers on the contract can be upgraded. On 29th January we changed our minds and phoned and emailed Mondo that we do not want to upgrade. They ignored our communications and kept sending emails advising that the devices were on their way. After many email and phone calls we eventually got them to not deliver new devices and agree that the upgrades were cancelled. Unbeknown to us they only cancelled 2 upgrades. We did not know this until money was debited to my savings account. I immediately reversed the payment with my bank. After sending emails and phoning Mondo we did not get a satisfactory response from them that all 3 upgrades were cancelled. Their email said 2 were cancelled but didn't say which 2 phones were cancelled. I asked them but eventually found out it was my number. Phoning MTN and Mondo a few times every day did not yield any assistance. Mondo would take their time answering and then it would not be a positive response. MTN were not interested and told me to speak to Mondo. For me, I have a contract with MTN and not Mondo. Last week Monday our phones were cancelled due to non-payment. Our lawyers advised not to pay the new amount on the contract as that would be an acceptance of the upgrade. On phoning MTN to to request them to unsuspend the phones and to confirm cancellation of an upgrade they said they would pass my complaint to the "back Office". I could not contact this office directly as they do not have emails and phone contact details. I got a case no. and was advised someone would be contacting me. On the 8th of April I got a response from Mondo apologising for the inconvenience caused by the situation and that the upgrade would be reversed. I passed this email to MTN and then got a response from a credit controller via email of balance due which was the original amount due on the current contract. I immediately paid it on that day and the suspension was lifted. However my contract still shows that my number is under the new contract which expires in 2029. Mondo have not reversed the upgrade and today they sent me an email advising that the reversal will not take place until the account is up to date. I sent this email to MTN who advised that the account is up to date which I sent to Mondo. Typically I still haven't had a response from them. MTN advised me this morning again that only Mondo can reverse the upgrade.