Charged a fee for services not offerred

MTN customer service is terrible, opened a month to month data plan, application received processed and reference number provided wherein payments were taken in advance and pro rata fees- however over a week later application is still not finalized, despite fees being paid for and pro rata fees been paid for days that data is now not even received for. Upon requesting the consultant at sandton city to escalate this further as I have already been made to pay upfront I was advised that there isn't an escalation process in place(which I find absurd that a client servicing entity would not have a escalation plan as part of their service and processes) and that they can only query glitches of some remedy system and that if nothing is captured there then it means no feedback and as a client who has paid fees for services not received you must just wait.