Incorrect billing due to incompetence

Hello Peter, I am an MTN customer of over 7 years. This year on 15 May 2022, I received a message saying that my contract for data has expired on the day and the billing will change from about R300 to R499.

The same day that I received the message I went to MTN the Grove in Pretoria to upgrade or renew my contract so to avoid the expensive costs.

I did all the processes of upgrading the contract at the store and the consultant told me we are done and that I can go. I left the store with the impression that my contract is renewed and that I will pay R200 for data instead of R499.

On the 17 May I received data as usual, in my mind I thought the data relates to the upgrade of the contract.

On the 19 May I received a statement. When I checked it MTN billed me R499 instead of R200. I called the call centre and they referred me to the store.

I went to the store and the store told me that my contract was approved on the 19 due to contract that was hanging on the system. From my experience since I started using mtn contracts, every time I take a contract or renew it, it never took me at maximum 6 hours.

I asked the store if the contract hanged on the system why didn't they notify me and did they follow it up the following day on the 16 May 2022 to resolve the system error.

I didn't get answers on those questions, I told them to fix it.

They told me they are not able to fix it. They then lodged a query with mtn head office, and I requested them to copy me on the query and they didn't do that. They came back with the response that there's nothing they can do about their mistakes.

I want mtn to reverse the extra R300 that they are charging me on the statement that I received in May. Their action is tantamount to theft.

I am so heart broken.