disgusting customer service

Good day,

I am seriously disgusted with the service I have received from MTN. I have been a customer for over 10 years. I did an update on the 03rd of August 2020 to lower package due to me being retrenched. Only to find out that MTN charged me 1208 in August 2020 instead R638 as I downgraded my contract. I disputed this invoice on the 27th of August 2020 and I didn't receive any feedback from MTN. I called again on the 15th of September 2020 and didn't receive a call back. I called back on the 29th of September 2020 and was advised that I should not be paying for 2 devices i should only be paying for the Samsung A10s and that a case will be logged for me to get a refund of R699 which was the old device charge but still didn't receive a call back. At this point I'm due to pay my September 2020 invoice and I had planned to have R638 in my bank account for this debit order. My *** contract amount is R239 and my *** contract amount is R399. To my surprise a debit order of R1353.97 was deducted from my account and due to the funds not being available the debit order bounced back, I got charged by my bank and my MTN account is not paid. I called again on the 01st of October 2020 and spoke to Charlene Naidoo who advised me that i am liable to pay for both devices on the *** line due to the promo code on the old contract. I disputed this as i was not made aware of this. I asked the agent who assisted me with my upgrade on the 03rd of August 2020 and he advised that I will be paying R239 on this line. I am now told that I will still need to pay this amount end of this month which means ill be paying R699 extra for 3 months because the agent did not advise me of the promo code. If I knew that I was going to be paying for 2 devices I would never have done the upgrade. The reason why I did the upgrade was due to affordability hence I took a cheaper contract. I was advised that another case will be logged regarding this and I will need to wait 3-5 working days for a response. I am very unhappy as my account is not paid and MTN will be blocking my line due to this.

The Team Leader logged the case at 10:34 am on the 01st of October 2020 with the reference *** and at 10:38am 01st October 2020 i receive an sms advising that the case has been closed. I'm not very happy with this service.