MTN ****** people when you take out contracts

I took up a contract with MTN at their store in Tamboti Mall in Randfontein on the 21st December 2018. When I walked in I knew what I wanted which was a Galaxy A6 Plus however the consultant that assisted me that day convinced me to go for the A7 as it was just released, and it was an additional R150 to the A6 plus which I would have to pay. I agreed to go for the A7 and wet home as I was advised that I need to wait for the approval sms. While I was home I get a call from the lady that was helping me. And she was advising me that the A7 was not in stock and because I initially wanted the A6 PLUS I told her that I will go for it. We agreed, I got a sms that approved my application I went straight to the shop and got my A6 PLUS. Signed and left with my phone I was a happy customer. Fast ward to October the 18th 2019 I called MTN the Claims department as I wanted to pay off the contract therefore I wanted the remaining balance. I spoke to a lady called Ayanda whom was very helpful. She advised me of an amount of over R5000 so I couldn't understand why is that much therefore I started probing to understand how she got to that amount. Ayanda mentioned an A7 its value and how much I have paid for it to-date. I told her that I don't have an A7 and that I have an A6 plus. She was confused just as much as I was because the contract clearly states that I have an A7 and that the amount I have been paying every month is for an A7. She then advised me to go to the shop where I did the contract. I went there I got the consultant that assisted me to take out the contract and she I explained the mistake she did when she assisted me in December last year and she was trying to show me things that were not there. Anyway the power went off while she was trying to explain. So she asked that I come back again as the power is off and there is nothing that she can do. I went back the Monday on the 25th of October 2019. The lady that I took out my contract with was not there and I got a man by the man of Ryan who is apparently the store manager and deals with such queries. I told him about what happened and thank God he was already clued up on my query. So I called Ayanda from the claims department as she advised me to do when I get to the store so that she can speak to them about my query and how best they can assist me to solve it. So I call in to MTN (137) and I get a different agent had to explain this entire story to her now which I did because I just wanted this to be sorted once. She understood the problem she asked to speak to RYAN they spoke and when he got off the phone he said to me "I will escalate it I don't know where or how but I will do it and I’ll get back to you" This showed me that he is not willing to take on this query and solve it he seemed he was very irritated. So because this is my money and I want to be reimbursed I asked questions. Like how will you sort out? What is the turnaround time? Ryan looked at me and told me that I must remember that this is my faulty as well. I thought I was dreaming and didn't hear right so I asked him to kindly enlighten me by explaining how is it my fault? He just said to me "Mpho I am coming back" didn't even bother to tell me where he is going or what he is going to do it’s my time that he is wasting. I sat there for a good 20 TO 30 minutes even thought of leaving the shop. When he came back he had my contract on his hand and showed it to me. He went to the last page of the contract for an A7 phone which I don't have mind you. Asked me if the signature is mine because the contract was in my name. To my surprise that signature was not mine. He checked on other pages of the contract and he saw that the signatures where different. Now I am dwelling on the fact that I didn't sign the last page and he keeps on saying that I mustn't not mind that lol. Even after all of that I still remind calm told him that mistakes do happen and that I don't want to cause any problems for anyone all I want is to be reimbursed. He then promised that he will handle it and that he will call me back. Two weeks later nothing, no phone call no email nothing. I go back to the store on the 7th Of November 2019 on a Thursday I got Heide there and she also heard about my issue and she told me that RYAN did absolutely nothing about my query there was no ticket number for my query therefore it was never escalated. She then asked that I send her an email with the full story of what happened. I agreed but I knew that I will not be doing so. I felt like they are just playing with me so I decided that I will take matters in to my own hands. I got a call the following day on the 8th from the consultant that I took out the contract with. She was apologizing and told me that Ryan had escalated my Query I then told her what HEIDE told me which was that Ryan never escalated. And asked her how can two people working in the same shop using the same system have two different stories ITS EITHER MY QUERY WAS ESCALATED OR NOT. I asked her if she can give me a reference number for the escalation that Ryan did and she said she is only telling me what RYAN said. I asked to speak to him and he was not at the shop. She said that she will call me again tomorrow. She did call on the Saturday the 9th and gave me some sloppy story again. And asked that I give her till Monday for Ryan to call me with feedback before I start complaining. I again agreed and gave her a chance. Monday came and nothing no phone call nothing. Till this day which is the 11\25\2019 I haven't heard anything from the Store manager. This shows how MTN JUST CARES ABOUT TAKING OUR MONEY BUT WHEN THEY NEED TO PAY BACK IT’S A PROBLEM. ALSO THIS IS THEIR MISTAKE WHICH SHOULDN'T BE SO HARD TO SORT OUT. I HAVE WASTED MY PETROL MY TIME GOING TO THAT USELESS STORE GETTING pathetic customer services over and over and over again. This just shows how little MTN cares about their customers. Customer service is not a priority instead they blame their customers for the *********** agents they hire. I am disgusted by the level of service I got. Someone better call me and fix this ASAP I want my money!!!!!!!!!