Bad customer service

I app**** for an online cellphone contract and I received an incorrect device. I contacted MTN numerous times and was referred to the nearest branch. Guess what, the branch told me that I need to contact MTN again telephonically.

The lady I spoke with on the phone referred me to the correct division and provided this reference number ***.

MTN debited my account though I was informed that they would not debit as the sim is not yet activated, I reversed the payment but that will negatively impact my credit score.