MTN Upgrade Blocked for 2 Weeks – No Callback, No Resolution, Cancelled Upgrade with no communication to client

I am extremely frustrated with the poor service I have received from MTN regarding a simple contract upgrade that has now been unresolved for nearly two weeks.

On 14 February 2026, An agent named Samantha, from RewardsCo / Mondo called me to process a contract upgrade. During the process, the consultant encountered technical difficulties when attempting to send the new debit order mandate. I was assured that she would call me back on 16 February 2026 to complete the upgrade. No call was ever received.

On 20 February 2026, I called Mondo / RewardsCo for an update on my device. I was advised that stock was the cause of delay. After advising the agent that I had no correspondence informing me of this, an email was received with said update. I sent a formal complaint email on 20 February 2026 and received only automated responses and requests for personal details from MTN and no actual feedback from Mondo. Despite MTN claiming a 48-hour response time , my issue remains unresolved. When attempting to upgrade via the MTN App, I receive an error stating that an "application is still in process." I called Mondo on 25 February 2026 and was advised that my upgrade was cancelled. I was additionally told to reapply and that an actual reason for the cancellation could not be provided at the time ( Cheslin Moodley). I then proceeded to call MTN on 26 February 2026 and was advised that indeed my applcation was cancelled and that I should reapply with Mondo. Upon contacting Mondo on 26 February 2026 to understand why my upgrade was cancelled, I was informed by a Jaylin De Klerk that the reason for cancellation is lack of stock. Same was not communicated to me and I would not have known, had I not called.

MTN has therefore: * Failed to honour a promised callback * Failed to respond within the stated timeframes * Failed to resolve a system error caused during their own process * Prevented me from upgrading my contract elsewhere on their platforms

Reference Number: - 122c771a-5456-44ab-857c-62b4c3d08d34 - dd1e943b-31b2-4890-a89c-cde6c20b55a0 Tracking number: - *** This matter should be simple to resolve, yet it has dragged on with no assistance. This matter will be escalated to ICASA if not resolved within 48 hours Tshegofatso Rafube