Bad service and not adhering to CPA Acts(Right to fair and honest dealings?

In January i made an upgrade with MTN for data sim and they promised to deliver the sim for me but it never happened but my account was debited .

Ive tried several times to reach them but couldn't be assist as i was always promised to be called back & it never happened either.

So in October 27 went to mtn shop around i made a made a sim swap and then called them again asking them to refund me all the money debit into my account because i don't know what is it i was paying for.

They logged a complain reference no 29 *** they promised to revert back but never happened.

On 16 November i called them to check the progress but it seemed like the query was not attended.

Haven't seen this kind of service in my