Concerning behaviour from service agents + ***** and poor communication

I sent an email to complaints@mtn co.za and I didn't even get acknowledgement that my email was received. I havebeen with MTN and never have i received such unfair and disgusting treatment and service. I received an sms from MTN on 13.09.2022, advising me that my contract term has ended and my contract will be changing fro R260. to R1015.265 on a month to month term, i immediately called MTN and requested for an upgrade since i had received that sms, that agent advised that she had put in my request to upgrade 2 of my contracts and that i would receive a debicheck sms advising me of my new amounts, and i would also get my new contract documents emailed to me.

to my surprise on 1.10 a debit order of R2389.10 which was never authorised and never agreed on, i call immediately called MTN to find out what was going on and an agent by the name of Zandie mkhize advised me that i should have not upgraded with MTN if i would have i have a problem, she then further advised that she was not a service champion and that she would not be able to assist me i should call in on Monday... ( ***) that is the query number to that call, i requested to speak to a manager and she said a manager would call me till this day i have not been contacted.

I called again on Monday to speak to the people that assisted me with an Upgrade and they referred me to the client services and they advised me they see tha my bill date was the 12th, so I was already billed when that sms was sent to me... now this is where my problem lies... there was absolutely no way that you can go into my account and debit me and tell me a day later of the amount i have been billed for where was TCF app**** in this scenario, please explain!!!! I am not gonna pay an amount i was billed for before hand that is crazy, we are living it very tough times and not once have i missed/ reversed a payment. client matter be resolved so that i can make correct payment and can i please be billed correctly.

I will also like to start making manual payments, because I am not about to have mtn play around with my money.

this is absolutely ridiculous and completely unacceptable