********** addition of a new cell-phone number and contract on my MTN profile

I was contacted by Summer Mobile in July as I was due an upgrade on my cell-phone contract. I agreed to an upgrade telephonically. However, when the cell-phone was delivered it became apparent that an upgrade was never done. Instead an additional line, contract and cell-phone number was added to my current portfolio. I never agreed to this - I agreed to an upgrade. I was subsequently advised by your agent Cindy and the MTN call-centre (808) to return the cell-phone to MTN, which I did on 09/08/2017 (Reference number: 256 354 761). I spoke to another of your agents Sara who told me the contract would be cancelled in 7-10 days and to Zalobia on 21/8/2017 who confirmed the contract was cancelled. However, I now see that MTN has billed me for this contract and the additional line is still linked to my profile. This is absolutely unacceptable - this contract was established **********ly and the phone has never even been used and it has been returned. I have contacted you telephonically and e-mailed you twice with regards to this issue. Each time I have received an email in return from Ashleen Elias, advising that an agent will contact me. I am still waiting, although your company has managed in the interim, to contact me and offer me an upgrade again!!!! This ********** contract needs to be cancelled with immediate effect and all charges reversed.