Botched upgrade with MTN and Mondo their service provider

Bad Service and *****- MTN and service provider.

I did an upgrade on the 8th of Feb. They used the wrong number with the courier to contact me for delivery, a week later I follow up and find this out. Delivery gets done on the 16th of Feb and it’s the wrong device, I call MTN and MTN tells me the upgrade wasn't done with them but a company called Mondo/Rewardco, but how when I spoke to MTN, I eventually do some digging and find out MTN outsourced their online upgrades to Rewardsco/Mondo. I get advised to return the phone to any MTN store, the first store turns me back and they tell me they can't help, I need to go to a MTN Direct Store. I return it back to MTN Direct store same day and get a reference. I am advised that I should not follow up with the store and I should follow up with Rewardsco/Mondo and I'm advise that I should not stop following up and I should not give up until I get the correct phone back because I am not the first client to experience this and it will take a while, boy do I wish I had listened.

I do the return and I was constantly following up and I still don't have an RAM number to take back to an MTN store to do the new process. I spoke to about 9 different people on this issue already. since the 16th of February I still don't have the necessary info from Mondo and MTN to go fix this upgrade and get the correct phone. That's not all, on the 17th of February my simcard stops working, I spend all day calling mtn from another phone and can't get through. I speak to them on twitter and at close of business I get a response and they say that a simwap was done on my number at 19.12 the 16th, I ask how does a simswap happen without me and I did not ask for a simswap, what simcard was this swapped to? I dont get an answer.

It's the 22nd and I still don't have the RAM number, I don't have a phone, I don't have a working simcard and yet I keep getting invoice emails from MTN.

I've been following up and I've been more than patient and I still don't have answers. All the answers I'm getting is "it's been escalated".

I don't know what ********** nonsense is happening at MTN South Africa but they don't care about paying customers and have hired 3rd party companies to do work for them and they are messing it up and don’t care to fix it because when I call MTN they tell me they can't do anything about it and they are sorry because even themselves as customer support, they don't know what to tell customers anymore. MTN has still failed to resolve this, I don't have a phone and worse a simcard because someone at MTN did a simswap on my account that I did not ask for in the middle of the night and the next step for me is to report this to ICASA . The only help I have received is from one consultant at Mondo and 1 person within MTN who told me what the process is and I’m grateful but it’s been dragging for too long.