Bad customer service

on the 18 may 2015 i logged a query with Tebogo at the mtn call centre as to why I was debited more that I should have been,she confirmed that I was charged twice in error for the upgrade fee when i recently upgraded my phone.She asked me to call back within 7 working days when the credit would reflect and then provide with instructions to reimbur*****t.I called back today and was told by Nhlanhla that Tebogo did not handle my query and that he would have to relog it and it would take another 7 days .I held on 29 minutes today before a consultant \with a bad attitude"took the call..It is appalling that customers have to hold on so long and then be told \""sorry we didnt do our job so you have to be inconvenienced once again.I asked Nhlanhla to make a note in my account to credit the refund to my bank account but he refused saying I must call back in 7 days...MTN please improve your service!!!!!....I am certainly not calling back to hold on for 30 min to speak to a consultant with attitude.This service failure is on the part of MTN and not mine.."""