Collected money from me for a cancelation fee that was not mentioned to me

Apart from holding for 30 min minimum when calling them and then being sent from pillar to post around the call center, and when you eventually get through the systems is of line, and the consultants will not even as much as offer to call you back once the systems is back on - you collected money from me that is not due to you MTN. I recently upgraded my contract, then I got a massive bill this month. Eventually after I was able to get hold of someone in your call center I was advised that I was charged a early cancelation fee. This fee was never mentioned to me. This was done after MTN called me non stop for close to a month to force me to upgrade as my old contact was coming to an end. As per the Independent Communications Authority of South Africa you have a duty to make sure your provide your clients:

With enough information to make informed decisions, ensure efficient and effective complaints resolution, prescribed minimum quality of service standards and redress for cell phone consumers.

None of this was achieved. If I am not contacted on Monday to have this resolved, and my money refunded to me that was collected for the cancelation fee, I will refer the matter to ICASA, in which case I need you to provide me with the upgrade call.

MTN your service to your clients are truly pathetic!