Negligent in processing upgrade

On 29 September 2020 I app**** for an upgrade online with MTN. The deal was for a Samsung A71 with free airbuds valued at R3,099 at a monthly cost of R479 over 24 months. Mondo/rewardsco (MTNs third party) contacted me on 2 October and requested that I email a copy of my ID to them, which I did……. They sent a sms requesting the same information, which I emailed again on 7 October 2020. They continued to send a sms requesting a copy of my ID. I contacted Mondo and they advised that the application is being processed. I literally phoned Mondo/rewardsco every single week from October up to the middle of December. Each time I was told that they do not know why the application is not yet processed and that they (the call centre) will escalate the matter to the relevant manager of the responsible department. During this time they contacted me and also confirmed my salary. Only to be advised in December that my application was declined on 3 November due to “details of income not provided”. This is a load of ****, since Mondo contacted me and I confirmed my salary. They incorrectly declined the upgrade due to their incompetence of not updating their records! On 14 December a lady phoned me from MTN online and advised that the matter has been escalated to her. She said that she can give me a deal of Samsung A71 at a monthly cost of R499 over 24 months. Unfortunately the free airbuds was not available anymore. She confirmed that Mondo was negligent when they processed my application. I explained to her that as a customer I should not be penalized for their negligence and that MTN should provide me with the free airbuds, even if it is at their own cost. She confirmed that she will discuss this with her manager and contact me the next day. To date I have not yet received a call back from her. MTN, your service provider, Mondo/rewardsco was negligent when they processed my upgrade application. Their service is atrocious! The upgrade would have been approved if they did their job properly. It is not fair that I, as a loyal customer for more than 10 years, have to pay for their mistakes by not getting the deal that I originally requested. To the readers of Hellopeter. Think twice before you do an upgrade with MTN……