Money taken without consent but now I must wait 7 to 14 working days??

I got a call in January 2023 about a package upgrade on one of my MTN accounts. The account was nowhere near being ready to upgrade, but the sales consultant told me that this some special offer that I was offered. I was told that this was essentially a free upgrade and that my monthly payment would not be affected. I also asked and confirmed that this is a free upgrade. This was confirmed and I agreed to the upgrade.

Fast forward to April, and I see that all of a sudden my debit order went up. So I decided to call in and find out why my debit order went up.

The first consultant I spoke to gave me a number for a corporate clothing company. Nothing to do with MTN

The second consultant tried to transfer me to the correct department, but the call cut out.

As I type this, I am on a call with consultant number 3. She was also of no assistance and gave me a different number to call. I am now on the line with Deals Direct to see if they can help.

upon speaking to a less than useless consultant at Deals Direct, I am told that I need to wait 7 to 14 working days for call recording to be sent to MTN. I then asked to be transferred to this persons superior and was told there is no superior person nor option to transfer.

I cannot understand, nor do I accept that in this day and age, one needs to wait 7 to 14 working days for anything, let alone call recordings. Money was taken from my bank account, without my consent or knowledge thereof, but now I am the one that must wait 7 to 14 working days? I have been an MTN client for the better part of 10 years, without any problems, always recommending them to friends and family, and now this happens??

I expect a phonecall and resolution ASAP!

My contacts: *** and ***