MTN - ********** CONTRACT UPGRADE

Upon enquiring about my options to upgrade my contract in Aug 2017, I was advised that I do not qualify as I had just done an upgrade in October 2016 at MTN in Davenport Centre, Durban. I followed the ***** reporting process and sent my documents to Thabo Thejane. He cancelled that upgrade (iPhone6) and promised me feedback. I have not heard from Thabo since 11 August 2017 and he does not reply to my follow-up emails. When will I receive feedback on this and when will I be refunded for the charges linked to the ********** upgrade? Also, MTN has done a credit check on my ID in October 2016. Nobody requested my permission. Please provide urgent feedback on the matter.