MTN billing

Could someone at MTN please let me know why they have a customer service if they are completely useless at assisting there customers with queries? I have been billed twice for a conncetion fee, called them and received a ref # few minutes later received a sms stating that the issue has been resolved without any explanation ito what the resolution was ? I then received my latest statement and decide to email the customer service email on the statement requesting a follow up on the incorrect billing of my account and received another ref # after I issued them with the previous ref # to follow up on? Why do they insist on issuing a ref # if they request all the customers details again don't they have a central data base with all customer ref # so that the customer dont have to repeat all the details each time they call or email to get a query resolved or to follow up??? MTN quick to debit your account but think nothing of resolving a customer query and has no sense of customer service pathetic service provider!!!!