Hours spent on the phone and still nowhere closer to solving my problem

I have 2 upgrade cancellations (Upgrades done by Mondo) and I have the email where Mondo confirmed the upgrades was cancelled but now I am struggling to cancel the upgrades on Vodacom's side and Vodacom wants to charge me cancelation fee. This was not my fault. Please can someone contact me from the correct department to sort this out as I have been on the phone for hours on end and it is still not sorted out.