MTN upgrade - Mondo is the most ***********, ************* company I have ever had to deal with

Absolutely pathetic service from Mondo. I submitted an upgrade request on the MTN site on 29 November 2022. I received no feedback until I followed up with MTN a week later. I was then contacted by someone from Mondo, 3 days later to confirm delivery details, and I was told it would take 3-5 business days. 10 days later still no delivery, I emailed MTN customer service, no response. On 23 December I called MTN and was told that Mondo manage their online platform, and I need to follow up with them. I called Mondo and I was told by Sachin that the device I selected was out of stock, firstly, how was it that delivery details were being confirmed on 09 December if the device was out of stock? and secondly, why did nobody from Mondo call me to let me know? The device comes in 4 colors, I could have opted for a different color. I asked when stock would be expected and I was told that stock is expected early in Jan but Sachin also said "he could not promise me anything" (Call ***) I was then called a few days later by Bilkees on the 28 December who was trying to get me to upgrade, after explaining that I have already submitted the upgrade, she checked for me and gave me a completely different answer, she said that the person who called me on 09 December never processed the delivery. When I asked who it was or why they didn't do it, she said she would send them a note to enquire. She refused to give me a name or reference and instead told me I would receive the reference by sms which never happened. It seems Mondo's call center agents will just feed you lies to pacify you.

I logged a complaint with MTN's complaints department detailing my experience and have still not received a response. I have also escalated my complaint to the CGSO. It has now been 6 weeks since I upgraded online and suddenly today, I receive a sms from Mondo stating that they require documents from me. How is it that now, 6 weeks later, after I was first called to have delivery arranged, then told that the device is out of stock, and then told that my upgrade was not processed, that now they require documents?

It is shocking how *********** and frankly useless, Mondo are, and this isn't even my first bad experience. In 2021 when I performed a different upgrade, I had the same issue with Mondo. I upgraded in August and only received my device in October / November. I cannot for the life of me understand why MTN would let them manage the online store. All my upgrades prior to the last 2 were done online and I had no issues. At this stage, I would much rather cancel both my MTN contracts and move to a different network, than have to deal with Mondo. If I could give them less than 1 star on this review, I would. I don't even get how they have such a high trust index on here either. It's questionable.