Bad service

Mondo agent did early upgrade on my account without my knowledge, on the 21 April Mondo called to offer me upgrade on my SIM only contract that I pay R99 per month for data only, just for her to do early upgrade on my cell phone contract that resulted in me owing MTN huge amount of R7031.89, they have investigated and found out that indeed the agent did a mistake on my account and promised to rectify it by reversing the transaction, I have been promised it takes 24 hours to 72 hours, but it's a week now and my account haven't been rectified, mind you my cell phone contract was ending on the 28 October 2023, due to negligence of their agent, my number keeps on been suspended and my name is listed under ITC