Dishonesty to convince me to Upgrade MY Contract

i have had such a terrible service from MTN after I was told by Themba Ncube retention's and Win back agent i spoke to when he offered an upgrade to my contract. Due to the fact that the phone I wanted had an additional phone that i had to be given of which was out of stock at that moment. He advised me that they will knock of 3 installments on my new phone and i will only start paying my installments as from January 2018. He advised that for the next 3 months my cellphone account shall be credited with the value of my monthly installment and i will only start making payments end of January. I received the phone on the 4th of October and I have been desperately trying to contact this Themba Ncube person to no avail. i have called more than 8 times and each time i contact the number i am put on hold for more than 30 minutes only to be told that my query has been logged. i spoke to Thandeka Shozi who advised that she will get this sorted out immediately as everything i was explaining to her was contained in the notes on the system and she said she will send me an email to confirm our conversation but never did. I then asked to speak to a manager and i was put through to Paruk with email address "***" who advised he will make sure that this will be sorted out immediately as he can see the notes again on the system that i was indeed offered the knock off credit on my account and also advised he will send an email but he never sent anything to me as well. Unfortunately my bank account was debited today of an amount amounting to R690, and this is after i have been desperately trying to get this resolved. It is negligence from their admin side which has got nothing to do with me. The customer service in this department of win back and retention is very terrible, they will phone you more than 20 times just to try and convince you to get an upgrade once this is done they never want to live to the side of their contractual expectations. with that being said i want this resolved immediately and if i do not get a response from whoever needs to sort this out i will be taking the matter further as i know my rights as a consumer and im very much aware of the necessary steps i need to take further to have this resolved amicably. I am extremely angered by the level of unprofessionalism and dishonesty from the chain of people i have spoken to. This has thrown my finances all over the place and i have been a very loyal client to MTN as i have had my phone contracts from 2012 and i have never even once defaulted or short paid my account with them. Can i please have someone sensible to call me and resolve this matter as it is quite urgent and very annoying. Query number is ***. i am sick and tired of hearing about some query being logged can i get a response please.