Misleading customers

One of your sales consultants called offering me a better uncapped LTE deal than the one I currently I had so I took the because the agent had told me the current LTE will be cancelled and active my new line hassle free. They didn’t do so for two I was debited double for two active lines and when I checked the old line it was still active. I wrote emails and no has assisted me to this day even MTN itself keeps saying the issue has been escalated but no one has communicated with me what’s going on.