Approving ********** upgrades on an account

MTN approved an upgrade without the original ID document, nor the account holder present...which has now doubled our monthly bill...a case was submitted and the branch manager claimed it was sorted, This month another double debit has taken place. The account was opened in Cape Town, yet without the presence of the account holder an upgrade of two phones was approved in Johannesburg...All the SAPS documents were submitted yet not one representative from MTN has contacted us, instead of obtaining a refund as promised they went ahead anD debited for the ********** phones which the branch manger claims were blocked.