Billed for MTN upgrade system fault

Good day

I am highly disappointed in MTN and its upgrade system.

We had a contract with MTN for the Uncapped Light package, but the package doesn't exist anymore. There was a lady that phoned us to say that the package doesn't exist and we need to upgrade to one of their existing packages. There was a 30GB package that met our usage that we agreed on. On the 29 /09/2017 we were upgraded only to receive 10GB of data instead of 30GB as was advertised and agreed on.

We went to a MTN shop the next day to ask what is going on and where is the rest of the data. They couldn't assist us because the upgrade was done over the telephone instead of a shop. We managed to get the upgrade reversed only to be told again that the old package doesn't exist anymore and we have to choose a new package. There was a promotion on for 40GB for R299 the same price as the 30GB so we upgraded to that package in store. The data was correct but there was an extra 7GB reflecting on the package. As with my previous upgrade at MTN I was given 30GB for the month to setup my new phone. Thought it was the same but with less data because this is a data package already and it was in the in the binning of the month. When the bill came we were charged R429 more then what the contract price was. I phoned the Store the same day but the lady that helped us with the upgrade was off that day so I gave my details to the lady on the phone and explained to hear what has append. She told me she will look into it and gave me a call back later. Nothing append after that phone call ended. I went to the store today to find out what they could find out about my problem. The lady that helped with the upgrade was luckily there. When she phoned the call centre to query the issue we learned that there is a 5GB data bundle loaded onto our account. We didn't load the bundle nor did we instructed anyone to load it and asked who loaded the bundle? The lady spoke to Nema at the call centre Call Ref ********** 44 just to find out that the extra bundle was loaded by the system. We can't be refunded because we used the date. She requested that the data bundle be cancelled and removed from our account. Asking her if the bill will be correct from now on she was unsure so she phoned the call centre again. She spoke to Khabelo call ref ********** 71. We will be billed R729 again this month.

I don't think it is fair to pay for something I didn't subscribe for and was added by MTN's new system that thy use to do the upgrades on.

Why didn't the lady from the store come back to me the first time I asked her to look into the problem, then it could have been rectified that same day?

I am very unhappy with MTN and there service, and would like to know what will be done to refund me for something i didn't subscribe for but still get billed.