Misleading pensioners

My 80 year old father was billed for over R1000 of 'me2u' charges in May this year - note that he doesn't know what it is and doesn't own a smart phone, has no need for data, only has the phone to call in case of an emergency and has nobody that he would need to purchase data or airtime for. After visiting the Kollonade MTN store for assistance they referred him to the call center at number 136. Trying to get through to an actual person to speak to was impossible. It boils down to the fact that his contract had gone onto pay as you go for a number of months and after receiving a phone call to upgrade, which he declined as he has no need for a more impressive deal, he was convinced to do so anyway. The deal offered was that for R10 more he would have a certain number of additional talking minutes, and no new handset charges because he could keep using the old one he had. That sounded reasonable and he agreed. What they didn't mention was that a limit of R8000 was added for 'me2u' charges. After another visit to the MTN store he was assisted with them making the limit zero, which I think meant that no additional me2u charges could be incurred. MTN is of course unable to say exactly when and to whom the additional charges went to, which is immediately suspicious. Even the salesman at the sore agreed that the call centers offering these deals don't really care about what they area offering to whom, as long as they get the deal done. I went with him on a next visit to the MTN store, where we cancelled the contract to give my father peace of mind, as it caused many sleepless nights and stress. There is of course a penalty payable. A query was logged with MTN and we had to follow up within a two weeks by calling 136. I did this for him 10 days ago. After several attempts at calling (for which my father had to come to me to assist, and I am not with MTN) , I eventually reached a person to speak to. I was subsequently transferred twice so that someone could help that understood what we were trying to query. This person closed the ticket and said that the case should be resolved by the end of that day. He would get his money refunded into his account and we can follow up with MTN within a week. This we did, same story, difficult to speak to someone at 136, transferred 4 times. And at the fourth person, MTN was offline and she was not able to make any notes on their side as she is working from home etc. I requested MTN give us a call back when they are online again, and was told that it is impossible, MTN doesn't call anyone. Extremely odd for a cellular phone company. My complaint is two-fold: The misleading of elderly people and the fact that MTN is so reluctant to provide customer service, despite there many bright and beautiful promises when you enter an MTN store.