Kamen Mistry mtn retention

I called the retention department to do an upgrade on an offer they had on the 31st of January. I spoke to a consultant who "supposedly" loaded the upgrade but couldn't finalize it due to system issues. Took my numbers to call me when the system is back up. We did the terms and conditions and payment plans. Never got a call back. Next day i call same story. I called in for days and i got the same story. On the 4th of February, i spoke to Camen Mistry who i asked to check/load the upgrade for me. Her system was also giving her issues. After i hung up i receive an sms saying my contract has been cancelled, which i never asked for a cancellation. I called her and she apologized and gave me her "managers" email address *** to ask for reversal of the cancellation. Now i am being charged for late cancelation which isnt what i asked for. I shouldn't be liable to pay for a mistake that an MTN consultant did. I wanted an upgrade but now i have to pay fees that i didn't ask for. Can our calls on the 4th of Feb be listened to since calls are recorded and the mistake rectified as i refuse to pay cancellation fees/ month-to-month fees which i didn't agree on.