Change of Contract

On 18/10, I was called by Diane Naidoo (MTN) to upgrade my data contract from a month to month to a 24 month contract. I agreed to a new 24 month contract @ R399pm. Prior to this I was on a month to month contract at R518 pm. On 31/10, I tried calling the *** number which just rings. I tried this number several times on different days. On 10/11, I went into the MTN store at Nicolway Mall and was told that I was being billed on the month to month amount and that he could not do anything about it. He did escalate the matter, the reference number given was SR#***. He said you would take 2-24 hours to get back to me. This did not happen. On 16/11, I called and spoke to Yolande who to tried to assist and then transferred me to Ashton in retentions who did not want to listen to what I have to say. He ended up transferring me to customer service. In this process the call was dropped. The total time spent on the call was >35 minutes and my problem was not resolved. I called again and finally got to speak to Jabu who told me my billing was not corrected when I changed to the new contract. Reference number was *** with a 2-24 hour resolution. MTN did not contact me. On 16/11, I sent an email to ***. The usually get back to me within a day but the responses are pathetic. On 31/10, I was billed for R518. I was told on 30/11 I will be billed again for R518. On 31/12 the amount due will be R785. Contract value plus Pro-rata which is fine. My new contract was effective on 17/10. MNT cannot tell me why it took them 2months to process the new contract. Pathetic customer service ! I am due a refund for billing me at R 518 instead of R 399 for November.