MTN Charging me Ridiculous unknown fees on upgrade

Good day

My name is Shaun Cloete and I would like to bring to your attention that almost two years ago I went to the MTN store in Canal walk branch to do my Upgrade where Aiden Schritten assisted me, in the time of my upgrade MTN was going through system changes. On the 30th Of may 2020 I came in the store to upgrade the one contract that was due for upgrade, see paperwork attached, I left the store with my upgrade just to get called by MTN to inform me my other number was also due for a upgrade so on the 13th June 2020 I went back into the Store and Aiden then upgraded my second number - I have all the paperwork attached that was given to me on the 2days of the upgrade, you will see on the initial upgrade I did not receive a receipt or signed copies as I did with the second upgrade, initially I never even picked this up until I stared fighting this case.

When it came to the End of that month, I went into a MTN store to pay my account where they then told me there is an outstanding balance of R3500 odd on my account, I told the consultant that must be an error as I just did an upgrade and I paid my account cash and never asked for a receipt. Weeks after of trying to get answers through the call center to no avail or questions answered I went back to the MTN in canal walk, Aiden was off that day and I was Due for payment and a lady assisted me and she informed me Not to make payment until the Query was sorted, a few days later I went back to the store and Aiden could not tell me or assist me where this outstanding balance has come from, there I got the manager involved, Noleen and she eventually - after weeks of back and forth - determined it was a Migration fee of the incorrect number initially being upgraded by Aiden, this is why it reflected an upgrade was still due and hence me returning for the upgrade. I have been a MTN customer for 10+years and I have never paid migration fees, nor was I EVER informed of a migration fee and I would have NEVER upgraded if I was informed of this fee or the Mistake that was made by Aiden was picked up and corrected before I did the second upgrade, as a customer how would I ever know this information if I was not informant of it? After a lot of back and forth with Noleen she informed me the amount would be credited on my account and it never was, the amount still reflects R3500 on my account - see image attached of her informing me the credit was approved but it never ever reflected on my account.

This has been a matter of back and forth for almost 2 years now and the amount of stress and anxiety it has caused me all because of another person's error is unexplainable, I need this matter seen to by higher management - which is impossible to get higher managements contact information- as I need this matter resolved and my account resolved as it is reflecting I am in arrears as I am not, I have receipts available for each and every payment I have made except 05 / 2020 as I paid cash and never knew there was this big of a issue on my account and 06 / 2020 I did not make payment due to the lady who mentioned me not to while I had the query.

I look forward to your feedback and assistance in this matter.

Kind regards Shaun Cloete