Charged for services not received

<p>I phoned in on Thursday 31 March and requested upgrading my 2 data contracts that I had with MTN (they were both 2 GB data only contracts, with a block on if the data limit of 2 GB is reached). During this phone call I decided to change both to a 3GB data only package, no device, sim cards only. The agent informed me that she will replace both simcards, as I informed her that one of the cards had been destroyed in a fire. I was also told that I would get a reference number via sms. I asked her to send it to my Vodacom mobile number, as the MTN numbers were data cards and not used for voice or sms communication. I did not receive this sms.</p> <p>On Saturday 2 April I went into the MTN store in Secunda mall, enquiring if they could assist me in changing the details of the upgrade, as I had done more research and wanted to change the details: I wanted to cancel one number and change the other one to a 5 GB contract with a pocket wifi modem. I was told that they could not help me, I need to call MTN Direct, but that I can make any changes within 7 days.</p> <p>On Monday 4 April I spoke to a gentleman by the name of Sipho at MTN Direct (around 13h15). The data sim card I still had in my possession had now stopped working (I was not too worried about this as I had previously been told new simcards were issued) and I destroyed it. I asked Sipho if he could assist me wrt the changes I wanted done, but he told me that only the person who did the original upgrade could assist me and that he would email her to call me. I did not receive a call. </p> <p>I phoned back 3 to 4 times during the month of April, hearing stories that range from "You will receive a call in the next 20 minutes Mr Enslin" to "We cannot assist you with the change until the sim cards have been returned to us and we have a reference number". Needless to say, during all this time I did not receive a call from MTN. I was worried that MTN was stalling for time and were going to tell me that I cannot make changes as the grace period has passed, but I was ensured by an MTN Direct operator that until such time as I sign for the sim cards\device, I can still make changes. </p> <p>After numerous calls, and I believe numerous emails, (I have to trust the operators that they sent these emails, as I was never copied in) I received a phone call from an agent end April\beginning May, seeming to assist me with the changes I wanted made. That was the last I heard from MTN, only to get an invoice for R1200, with stuff like packet switched data calls, voice call charges and content charges on sim cards I did not have.<br />I have tried numerous times to call and get this sorted, following MTN's escalation procedure (agent - supervisor - manager) with no luck. I still get invoiced every month, and have been handed over to legal, which is now affecting my credit score. At the beginning of September I lodged a complaint with the ombudsman, as I felt I was left with no other recourse. Even this seems to have had no effect.</p> <p>I have called to ask for the voice recordings and just get ignored. I have absolutely no idea what can be done, as the person or people who promise to resolve the issue just ignore my emails and calls.</p>