********** upgrade to two accounts

MTN decided to upgrade my kids accounts, without any authorisation or notification. My account was debited in August. I logged a call on 28 Aug 2020 reference: *** and ***; after the first Helpdesk consultant told me I am barking up the wrong tree (in those exact words) when I insisted that I did not upgrade the account, I eventually got through to a lady who assisted and ensured me the money would be credited back to my account. I logged another call on 20 October 2020 reference: 1-***; again I was ensured this would be resolved as it was a ********** upgrade done by MTN. to date - nothing - no communication, no refund. just nothing. I would like my money back ASAP, and I want to know who gave permission for the upgrade in the first place.