Mtn commuting *****

I am absolutely horrified with MTN. They have committed an outright ***** and after numerous phone calls and emails I get no replies. After going into the rivonia MTN centre and speaking to a consultant and having her send through the complaint, getting her number and following up with her numerous times, with no reply whatsoever. I received a call in February from MTN saying I was due for an upgrade. I said I didn’t want a new phone. They told me that there was a special offer then that I would be saving money and getting more data so accepted it. I then notice an amount of R3960.45 taken off my bank account. After querying this and getting no where I managed to get the recording of the conversation. I received the recording of the phone call from 23 February 2021 and have listened to it numerous times. No where does she say it is an early upgrade or that I will be billed R3960.45 for doing this upgrade. If you listen to it, you will hear that she called me, out of the blue, saying she was from MTN upgrade department and saying that I was eligible for an upgrade, and asked if I was happy with my phone or if I would like a new one, to which I said I was happy with my phone and that I did not require a new one. She then proceeded to tell me about this special offer, where I would be saving R100 per month and receiving more Data and free calls etc, which sounded great, so I obliged. She said she would send all the details in an email, which I never received. But in any case, the point here, is that I have been billed R3960.45 with out being advised that I would, and when I called in after spending hours on the phone to numerous call agents over the last 3 months, I was told it was because of an early upgrade and no one seems to be bothered to help me resolve this with numerous excuses of working from home and no managers being available. Why on earth would I choose to upgrade if I knew it was early and I knew I would be billed for it? This is outright *****. Some of the names of the people that I spoke to and then just ignored me and never answered my calls or emails are: Krishnaveni Kanniah, Sandra and Phindile Manxiwe.