Ignition Retentions not providing recorded call

I recently cancelled my contract with Mtn. Was assisted by a lady named Carmen who assured me I will not be debited in Dec for cancelled contract. I was then debited an amount of R833 which is more than double my debit prior to cancelation. Have called Mtn numerous times until I was able to speak to Carmen (works under 3rd party call centre Ignition GROUP). Have requested that Carmen gets the call recordings listened too and for her manager to call me. Sent an email to Manager Amina Canthitoo still did not receive a response. Call the next day Amina is unaware of my email or my complaint as agent Carmen did not make her aware of this. Amina also had no knowledge of me requesting call recordings to be listened too. Amina is meant to have called back by 5pm, she hasn't kept to her word. She hasn't responded on my mail either.. Who does she report to as I am tired of running around asking for info which should be available immediately.. Ignition Group clearly does not work in line with Mtn's principles and you guys are completely not aligned with any definition of customer service @MtnSa