Mondo sold me a product that doesn't exist — since the end of July I've had no 50GB data plan, and they've taken my money

I want to be very clear about how this started: Mondo sold me a product that does not exist. I was signed up for an upgrade on a plan that could never be delivered. That was Mondo's mistake, not mine — and yet since the end of July I have been sitting without the 50GB data plan I had before, while they hold my money.

That is now more than six weeks.

And make no mistake, the money has been taken. I have paid the upgrade fee, and I have been billed at the new, higher contract amount — for a product that doesn't exist and a service I am not receiving. [Insert upgrade fee amount] and [insert new monthly amount] out of my pocket, for nothing.

The timeline:

End of July — the upgrade is put through and the problem begins. I lose my 50GB data plan and start chasing this. 26 August — after weeks of getting nowhere, I lodge a formal complaint (ref RCO856217). Mondo has since confirmed in writing that the upgrade reversal was completed on this same date. 31 August & 1 September — I phoned MTN again. They still showed the old airtime plan, with no reversal. 2 September — Mondo advised that the MTN channel had logged ticket RITM*** for the reversal, and that they'd revert once feedback came back. 7 September — Mondo confirmed the reversal was "successfully completed on 26 August", that the device is no longer on the contract and it now reflects as SIM-only, and gave me Upgrade Reversal Reference ***. In the same email, Mondo said they are unable to advise why MTN cannot see the reversal — despite the two of them using the same system. 10 September — Still not fixed. Still no 50GB data plan. So Mondo says it's done. MTN says they can't see it. Neither will pick up the phone to the other, and both keep handing the problem back to me. Mondo made the error at the end of July, but I'm the one who has been made the middleman between two companies in a relationship I have no part in.

All I want is my previous 50GB data plan back. That's it. I am not asking for compensation, a voucher or a goodwill gesture — I want the plan I had before Mondo sold me something that was never real, and I want the money I've been charged for the upgrade and the new contract amount returned.

Specifically:

My number restored to the 50GB data plan I was on before the upgrade, with a firm date. Refund of the upgrade fee and every rand billed at the new contract rate since the upgrade went through at the end of July. MTN to confirm what they actually see against reference *** and ticket RITM***, and why the reversal isn't reflecting. Mondo to provide proof of when and where the reversal was processed. One named, accountable person at each company — not another shared inbox. Reference numbers: RCO856217, RCO863938, RCO877202, RITM***, ***.

Six weeks, three complaint references, two ticket numbers and countless calls. I'd like this closed out this week — not another apology email.