MTN inefficiencies

I was due for an upgrade in November 2020. I app**** for an upgrade towards the end of my contract, i was surprised when i heard my account was 2 months in arrears. after further discussion explaining that the account could not be 2 months in arrears as i was making fixed monthly payments, the service champion confirmed on the system and promised to escalate the matter to billing.

Considering that the contract was expiring, i indicated my intention of cancelling the contract that was coming to an end whilst they were sorting out the billing error and applying for a new one. The service champion advised that there was a migration to a new system currently underway, resulting in some payments not being properly allocated. Furthermore, indicated that as soon as allocations were finalised my account would be updated.

I kept on making follow ups about my upgrade and was told the process was still in progress, despite having received sms confirmation that credit checks were done and i qualified.

the following month when the bill came, the amount in arrears had increased further, i called in following up on the billing query that was escalated a few weeks back then service champion indicated that they would follow up with the person who wrote the note on the system and promised to escalate to the supervisor.

I followed up again a week later, then a service champion indicated that towards the end of my contract period additional data was added on my contract to which i responded by indicating that i never signed up for any additional data. The service champion indicated that they would escalate the matter to Billing, Retentions and supervisor for attention.

Yesterday 16 February 2021, my lines were disconnected, i got a statement with a much bigger amount in arrears. I dont know what to do anymore, i cant cancel contract the amount in arrears keeps on increasing.