Bad customer care support

I have been contacting support with regards to my issuing I am having with my recent upgrade, but seems everything just goes in circles and my problem has still not been resolved.

I recently did a update on my contract. On my next billing date I received a unexpected amount that I now owe over R3000 towards my contract. This is excluding my monthly contract amount. I call in to query this amount and was told it is because I did a early upgrade, which I didn’t, I was within my time to do my upgrade. A couple days later I see this amount has been removed for off my billing information on my app. Again a couple days later it’s back on my billing details, so I call in and query this yet again. Now the story has changed that it’s a migration fee that is charged, which I was not told about. If I knew I’d be charged over R3000 just for a upgrade, then I would have just canceled my contract. I have never been charged such an amount by MTN before when I’ve done my upgrades.

I log queries and then they just get ignored or closed. No one gets back to me with relevant information or even bothered to sort my problem out.

I pay my contract religiously without fail. I have been a loyal customer to MTN for years now.

My number has now been switched off and I am unable to use my phone. This is a work line and has now inconvenienced me in more ways than one. I feel it’s so disgusting the way my matter has been handled.

I have a email for a department stating that this amount should not have been charged. I’ve been informed that the billing department needs to rectify this matter, however, as mentioned, my queries just get closed or ignored.

I’ve had this problem before where a large amount was added onto my account because I was billed wrong, but it was sorted within a week. This time around, it’s been way over a month and still to today no one has helped me.

I am livid with this situation and just need someone to assist or actually attend to this matter with great urgency.