Upgrade Reversal

Last year I was due for an upgrade, I did the upgrade through Mondo for 2 for 1 special devices but when I received the devices they were incorrect I took Huawei Nova 9SE but received Huawei Nova Y70 Plus, I immediately returned them at a MTN store and called Mondo but it's been over 8 months and the reversal is not complete I've been calling Mondo and MTN but I get no help I keep getting told told it's the process or I must 48 hours but still today it's not not done and I want a new device as my phone is broken. I did the upgrade Reversal in May 2023 till today it's not done.

I don't know what else to do anymore, how can an upgrade Reversal take over 8 months and still not be complete. The frustrating part is I always have to call always no one from Mondo or MTN ever calledme regarding my complaints. Only last week an agent from Mondo called saying she is dealing with the matter call ***.

The service is unacceptable.