Horrific experience with MTN data provisioning and customer service

I am a loyal customer to MTN who has 2 contracts with them for the past seven years, and every month on the 12th I receive my provision (data, SMSs and minutes). For some reasons I had decided to end my relationship with MTN, so I wrote an email requesting to terminate my contracts which were due for upgrade. On the 19th of August 2020 I received a call from their Retentions Department and the lady by the name Mapitso Skhosana sweet talked me into continuing with MTN and at the end I decided to take an upgrade of 50GB anytime data and 30GB night express data. The package had extra promotional data amounting to 40GB – all for R299.00. The upgrade took about a week to be completed as the agent above had ordered a new sim card for me which had to be couriered. I requested a copy of the contract via email and it fell into the deaf ears of the agent named above. Two weeks later I upgraded my second contract with them without any problems. I haven been receiving correct provisioning on the second contract and not on the first one with the horrific experience explained below. However, on the 12th of September 2020 I received an SMS that 20GB anytime data and 20GB night express data was loaded one of my contract, the one that I was supposed to get 50GB anytime data and 30GB night express data plus promotional data of 40GB. I tried contacting the customer service and the billing department but they couldn’t help me, the first consultant that I spoke to advised that they had made a mistake and that they logged a request and it would take 2-24 hours to be attended to. And thereafter every time I called; I was told the matter has been escalated. Ever since then, its now over two months and every time I call, I am given a reference that the matter has been escalated. It seems like everybody has a service template that they copy from and say they have escalated the issue. To whom the escalations are directed to, no one knows. Whoever is responsible for responding to these escalations is dead or does not exist! They started asking for a copy of the contract and I referred them to a couple of emails that I had sent requesting for such a copy of my contract. Finaly, after several attempts, they “cooked” a contract for me to say I had signed for 20GB anytime and 20GB night express and sent me a copy of that. The original contract was not found in the system! I could not believe this! And now their basis of argument when I query for the data provision that I signed up for initially they tell me that my contract states that I am supposed to get 20GB anytime and 20 GB night express data. I have a copy of an email from Mapitso Skhosana confirming that she had completed an upgrade for 50GB anytime and 30GB night express. I challenge them to retrieve voice conversations on the day of the upgrade between myself and Mapitso of the retentions department! For the past two months I have been ****** of my data yet being billed for a different provision. This is totally unacceptable, especially in these difficult times! I have diarized every reference and names of every agent that I spoke to. It is ridiculous that the number now runs to over fifteen agents and same number of escalations but without any meaningful resolution. I would never recommend MTN to anybody as a service provider if this is what I would be exposing them to. My colleague recently experiences a similar provisioning error when he signed for the same 50GB anytime and 30GB night express. He was given MyMTN Choice30 which was supposed to give him 30GB anytime and 30GB night express. Luckily, he noticed it before the 10day period, and he cancelled the contract. I urge all MTN contract customers to check their provisions. I will not be surprised if there are a thousand customers who are paying for more that what they are getting.