Early Upgrade Fee Horror

I logged a query on my account on 27 September at 10:36, at 16:36 it was mysteriously closed with no resolution.On 28 September at 15:11 I called back to the call centre to enquire why the issue was closed and to find out if it was resolved. It wasn't. Someone had closed the query because the person who logged it hadn't entered enough details. Query opened again.

At 16:07 not even an hour later the query was closed yet again. I called back immediately to question it and I was told that this is a store level issue and the call centre can't assist me. This person then advised that they will send my query to the Cresta store where my upgrade was done.

I called the Cresta branch on 1 October at 11:07 to find out if my query was received. The person who picked up the phone immediately knew what I was talking about and told me that they're looking into it.

On 8 October at 15:46 I called Cresta again to find out what's going on. The person who answered took down my details and the query reference and told me they'll look into it and call me right back. I still haven't heard anything.

On October 15th I called the Cresta branch where I was told I needed my June, July and August statements and I'd need to call the callcentre again as I couldn't access the June statement in my app anymore. The lady told me to email her and gave me her email addeess. I also submitted a complaint on email to MTN - nothing from them to date!

Called the callcentre on 15 Oct to ask for the June statement and was told they'll send it through shortly. Got a case number sms'd to me, but heard nothing back.

Called the callcentre again on 3 November about the June statement and this time the lady emailed it to me while I was still on the line! (Why could this not be done the previous time?) Emailed the lady at the Cresta branch and guess what? My email was blocked.

A few things, firstly, why would there not be a reason given on the sms notification when a query gets closed? So now I need to call back again to find out what's happening. Secondly, why could the first person to look at the query not call the person who logged it back to ask for more details? Or called me back? I could've provided all the details they needed. Instead they just go and close the query - that is very unprofessional!

Thirdly, why would the person who closed the query because it needed to be directed at the store not forward it to the store? It makes absolutely no sense that someone would know what needs to happen but I have to call back to tell another person at the call centre to please forward the query to the store.

Now apparently Cresta store employees can't even call me back to give me an update and I can't email them cause my email is blocked. Is anyone even looking into this? It wasn't even my mistake, it was the person that loaded the contract! (Whom I also emailed yet she conveniently ignored my email).

I am so sick and tired of this! Does MTN make it this hard purposefully so I give us and write off the money?