MTN - blocked upgrade

In July 2021, I was contacted by an MTN call centre to advise me that the package I was on (having paid off the instrument and was purely data/airtime/sms) was no longer being supported and was offered an alternative. After discussions with them, I agreed, as it appeared to offer a better data/airtime option apparently for the same price. At no time was I told it was a contract upgrade until I received the documentation by email. I discussed this with MTN in Claremont who advised they could not assist me. So I wrote to HelloPeter and was contacted by a company in Durban. They were helpful in listening to the telephonic discussion that resulted in the "upgrade" being incorrectly represented and agreed to reverse it. I asked them for confirmation that there would be no changes in billing etc and it was confirmed, so I said let's see how it goes. I had no data/airtime/calls for 10 days waiting for this new package to kick in and had to buy my own. Then when I received my first statement at end July and it was different to what was explained, I contacted them again. Not only did I have to buy my own data/airtime while I waited for the contract to kick in, I was billed pro rata as well for the same duration!!! They said they investigate and get back to me, and it was confirmed I did not wish to proceed if these details were not the same, as was indicated. Correspondence on 2nd August 2021 back and forth trying to understand the billing, and I was assured it would all be sorted. End August came and so did the next billing - and again it didn't make sense. I was paying much more than I have been on the original package and I queried it. At this point I was told that the 10 day 'cooling off' period had expired but they could look at an upgrade but would need to see how to reverse the 'early upgrade fee' ... an upgrade I never requested originally anyway!. This was Wednesday 7th September 2021. I was sent the Yellow Book with the various packages and I rep**** on 8th the option I'd like to consider. They emailed back to say "I have sent in the request and will update you by tomorrow, Kavi". On Thursday 9th I had heard nothing so I emailed to ask if they had feedback (of course you cannot call them, only email them) and heard nothing. On Friday 10th I again emailed and today, 11th, still nothing. So I went to MTN Claremont to go ahead with an upgrade (and deal with the upgrade fee/reversal of later). I was told that they could do nothing - any upgrade is blocked because these folk in Durban are 'working on it". I am so annoyed and frustrated by this whole process. Now I am sitting completely without control of my own contract and nobody is able to help me. MTN - retention of customers is actually an easier way to go than trying to recruit new ones! Will someone able to make a decision - and make it happen - please contact me - number still with MTN ... for now.