Cancellation of upgrade not actioned...or is it?

I was contacted by 3rd party Mondo, RewardsCo to upgrade my MTN contract. I did upgrade however the deal was captured incorrectly and as a result the incorrect upgrade needed to be cancelled and then only could I apply for a new one.

According to Mondo (Kimona Pillay) on 30 Jan 2019, she received confirmation from MTN Channel queries ( Poorvarsha Naidoo) that the contract has been successfully cancelled. Ref ********** 9. Again on 6 Feb 2019 confirmation was given by Channel Queries (Jane) that the upgrade was already cancelled. However when I call MTN directly or try to apply for an upgrade online, I am told that I am not eligible for an upgrade and can only apply in September 2020. I called MTN over 5 times and they say that my query has no feedback and that I am still NOT yet ready for upgrade.

This confusion is now frustrating as MTN tells me something different to what Mondo tells me. My MTN reference number is ********** 70 logged with Msizi. I was told this will be addressed in 48 hours, it has now been 1 week. Please advise what is the true status of my upgrade eligibility as I am ready to upgrade.