MTN *****!!!

It is the second time in 2 years that my parents have ********** activities on their MTN *** and 2023. My parents' monthly MTN account is R433 and we received a statement on 6 March 2023 with the outstanding amount of R12 000. ***** was reported on 7 March 2023 and the person at MTN said it is done internally and he gave us a print out of the name and surname of the sales person who did the ********** transaction. We visited the branch in Menlyn on 27 March 2023 as well to report it again as their latest statement amounts to R24 000 and nothing was done yet. Nobody could assist us and they only said we have to report it at the ***** Department. After I asked to speak to their manager the lady said she will also send an email to MTN's ***** Department but couldn't give me a print out of the said email. My parents account was also suspended and we asked the lady what to do. She suggested that we make a statement to confirm that they will only pay their stipulated monthly fee of R433 and we immediately made the payment. I asked the lady to give us proof of the confirmation that we will pay the stipulated amount of R433 but she said she cannot give us proof of any internal communication. Three hours later my parents received a SMS stating that we agreed to pay the amount of R12 191.02 over 2 months starting from 15 April 2023. This is totally unacceptable and we haven't agreed to any such amount and I am predicting that they won't assist us in this matter going forward us they proved to be ******** and unhelpful thus far!!!