********** Upgrade done on my account

On the 29/04/2016 my line was suspended, i called to enquire...a gentleman by the name Ntokozo Magagula notified me that it was due to my account being an open line and limit exceeded...now the problem is that my account is a top up R319.00 per month, when he investigated further into my query he picked up that i had an unauthorized upgrade on my account done on the 04/02/2016 of which i had no idea of. On the 20/04/2016 a debit order of R1600.00 went off my account when enquiring further, he said he would refer the matter to the accounts department. The agent told me that i need to get an affidavit from the police station, go to the store where the account was opened to get a copy of the contract ( makes me wonder why im required to now run around for a copy of a contract with the kind of technology we have,could they not request the contract from one of their branches??) To top it all after all that i still need to go the their walk in centre in 14th Avenue to report the matter, AT WHOSE COST IS THIS, WILL NOW AT A LATER STAGE MTN COMPENSATE ME FOR ALL THE RUNNING AROUND) Now the other problem is that the ********** contract is still in my name and i have made them aware that i didnt upgrade with them yet the account is still active...during the call with the agent he made me aware that besides the debit order that went through my account, i still have an amount owing of about R900.00 , so will they again debit me the incorrect amount and tell me not to return the debit order....will they then refund all these monies once the so called investigation is done????????????? MTN is just plain outrageous and service is not as they claim it to be.