Disgusting customer service!!

To say i am revolted by the customer service I have received from MTN would be an understatement. After being charged an incorrect amount, i tried going to MTN mall of Africa to find out exactly why and wow! What a waste of time and energy, the lady there told me straight that there's nothing she can help me with as this was taken online and she wasn't even there, i should call 135. I left the store without being assisted, I then decided to get help from facebook. Someone responded to my post telling me to check my DMs, only to leave me a number to call....

1. If your agents can't assist with something don't you have a way of escalating to the department that can assist?

2. When you said month to month, you meant charging higher than the current amount?