Incorrect billing - refund request refused

<p>In November 2016 I purchased a contract package with a fee of R399 per month. In December 2016 I was billed R935. I contacted the MTN call centre and the agent informed me that the charges were incorrect and would be reversed on the January 2017 invoice. I was told to call back to confirm that the charges had been reversed, which I did. The consultant confirmed that it had been corrected and said that I would be charged the correct amount (R399) via debit order. MTN then took the incorrect amount (R935) from my bank account via debit order at the end of January. On 1 February I contacted the call centre again and was told that MTN would refund the money into my bank account within 2 to 24 working hours. I did not receive this refund. On 6 February I contacted the call centre again and was told that I could not be given a refund, but my MTN account would be credited if the billing department approves the request, which they had not yet done, as no credit was reflecting on the system. I then requested to be transferred to a supervisor, who told me that the charges are valid and no refund would be given. I am unhappy with the way in which MTN has dealt with this issue and the conflicting and incorrect information that I have been given by the call centre. I do not understand how MTN can refuse to refund when they have incorrectly billed me more than twice the advertised and agreed amount, and on several occasions their staff have admitted that the bill was incorrect.</p>