Unresolved upgrade reversal with Mondo and MTN

I have an on ongoing never ending case with Mondo and MTN that has been going on since March 2021.

In the beginning of March I did an online upgrade for line no. *** via the MTN website page, Never knew that I was doing this with Mondo or rewards as everybody call it and I find this very misleading.

On the 10th of March I received my device, an Iphone 12 . After receiving the device everything was well until the device started giving problems later in the month, silent button of the phone was faulty.

In my attempt of finding out how to sort out my problem with the device that is when I found out that I am not dealing directly with MTN but dealing with rewards/Mondo.

On the 31st of March 2021 the phone was booked in for a warranty assessment via MTN Direct the Glen. (collection no # ***) (IRMS***).

The phone was assessed during the month of April and the assessment was approved. Mondo did not offer to replace the device but instead as me to go to an MTN direct store for an early upgrade so that I can get a new device.

Got to MTN direct store and I was told sorry they cannot help me I have to call Mondo and ask for an upgrade reversal.

I called Mondo ask for an upgrade reversal (case no. RC***) and I have been waiting till today. I keep calling Mondo for a follow up and the response that I get every time is that they are waiting for feedback from MTN. This matter as I am told has been escalated to Mondo managers but the feedback when I follow is the same, they are awaiting feedback from MTN.

There is also no need to do an upgrade reversal now because that contract is no longer active.

So out of frustration I started to calling MTN retentions and they keep referring me back to Mondo. MTN retentions is also not interested in helping me out in sorting out the matter.

So the only thing that I am left with now is to stop paying for this current upgrade because I a paying for services that I am not receiving.

I am very unhappy with the way Mondo and MTN are handling this case and yet they are happy to keep deducting money from my account for services that I am not receiving.