Disappointing Service - *********

I have been a loyal customer of MTN for nearly 10 years now. My parents took out a contract for my sister and I when we were teens and we've kept the same contract ever since. My step dad, who's name the contract is in, is deaf and can't communicate via cellphone calls. My sister got an SMS from MTN saying that she is eligible for an upgrade at the end of June 2020. Having taken out the contracts at the same time, we assumed that I was then also due for my upgrade. So we went to MTN the first week and they informed us that only my sister was eligible and that would have to wait another month, however as I has traveling back home (18 hours away from my parents) I needed to upgrade then, so they informed me that I will have to pay an upgrade fee of R300 by the end of August which I agreed to. However once we upgraded and received our phones, they said that my sister was not eligible for an upgrade and would also have to pay an upgrade fee. So my parents lodged an enquiry as to why we both had to pay an upgrade fee. Due to the enquiry, they didn't debit our accounts this month for the contracts and they proceeded to suspend our services. Instead of just debiting the contract amount while the upgrade fee was being investigated. This is ridiculous! We cant investigate as we dont have power of attorney over my stepdad (which is not needed as he is just deaf, not incapable of looking after himself) so my mom has to take him in to the store, which is nearly impossible as he has a full time job and all MTN stores close by the time he is done with work. They insisted that we pay a ridiculous amount to reactivate our accounts. Almost R1000 more than our monthly debit amount and the upgrade fees together. I am really disappointed in this service we have received. No one has called us back, no one has responded to our emails. This is really disappointing and I will be cancelling my contract with them as soon as I can.