I am disgraced by lack of service by both MTN Mall of Tembisa Branch and ICASA

The below escalated query to this entity remains unattended to since the first email to them on 30 June 2023. After I mailed Mr Mahape on Monday, whom alleged that they have responded to my mail, I still don't have the response nor the copy of the email referred to. I phone ICASA almost daily and speak to their friendly receptionist Ms Rachel but can never get to reach any of the other Consultants. Here below is the original mail sent to them on 30 June 2023/ To whom it may concern

I wish to lodge a complaint in relation to undisclosed and transparent information by the Agent at your branch in Tembisa Mall.

I went to your store to check if I qualified for an upgrade. The lady who helped me was very friendly. She looked through the system and confirmed that I qualified for an upgrade on the ‪+***2‬ number. She went ahead and processed the a 36 months contract for Huawei Nova 8 devices (‪+***3‬, new number and ‪***‬). She went ahead and processed the application, which was approved. During this discussion I was not told of the following: Continuation of service for the ‪***‬ - This is the Samsung A32 Galaxy combo for which the ‪***‬ was a zero charged device. During our discussions I openly disclosed to the Agent that I could not afford anything of extensive price as I already had an existing contract withTN on a primary number ‪***‬. For this reason the top up amount of R600+ was acceptable. In my view I would pay nothing over R1500 The lady cautioned that my first installment would be slightly higher by an approximate amount R500. I was okay with that. I am to date sitting with the bill of just above R2k monthly. This is way too much for me, I cannot afford this. I phoned MTN to enquire of the details of the account and I was surprised to learn that the ‪***‬ had a stand alone contract of over R300. This was never communicated to me. I would like to dispute this and any additional monies charged to me on my contract except for these which I am fully aware of R529 FOR OPPO COMBO R600 PLUS FOR THE NOVA 8 COMBO; AND R280

I would therefore like to be reimbursed of additional monies paid outside the above which I have openly consented.

I would really appreciate someone's intervention in resolving this matter. I was told by MTN that this undisclosed contract on *** is ending in August. I don't know how do I put in a 30 day cancellation notice if I didn't consent to the existent of this contract in the first place. Can someone please advise?