Worst upgrade experience ever: MTN upgrade actioned by MONDO

I app**** for an MTN black friday upgrade before even black friday via MTNs website, still not sorted out. Had I known a 3rd party would be handling would have thought twice. Most useless service. Receive a sms to say app is on hold and an agent will contact me, they never did. Called in, asked to submit documents to an email address (which I later find out is not correct as it is an upgrade). Was asked to submit a copy of my ID and SAFPS letter. This letter no one could explain what it was or how to get it (was told to google it to get the website). I get my ID and this letter and submit, still nothing. Call back again a few days later then asked to submit docs to the agents email address directly (which I do and confirm received by the agent and uploaded). Few days later, same sms saying outstanding documents. Call again, documents are not uploaded. Only then do they get the documents "uploaded" and it has been escalated to fast track. Then I get a call from MTN selling me another upgrade, when I mention hell no. Then get a sms to yet again submit documents (but now a long list including payslips, bank statements etc.) Call Mondo again to find out what is happening. Escalation is closed but the documents I submitted can be seen but it has not been uploaded to the application (whatever that means). It is now re-escalated????

This is beyond ridiculous. I am almost at the stage of cancelling with MTN directly and going prepaid with another network. The worst service I have ever received. I app**** for this before black friday and to date called more than 6 times, submitted the same documents 3 times and still no where near to it being resolved. How long does it take to attach 2 documents to an application for it to be processed and what is the point of escalations if they are merely closed the next day...