Contradictive MTN service and staff

I paid my debit order in advance at Trade Route MTN and was assured by the consultant that the debit order will not go of in the month of December. To my surprise the debit went off and i was charged an additional penalty for reseversal. I called MTN call centre and rude agent by the name of Ronell told me that MTN cannot help me i should go back to the store where advanced payment was made as she cannot help me.

Please help me as i find your call centre staff unwilling to resolve my issue.