MTN just paying lip service

I posted the below complaint a week ago, MTN Willem Loots came back promptly the next morning and promised to investigate and come back to me ASAP. Not heard a word since despite 3 mails following up. My suspicion is that the first response from MTN is simply to register that its being deal with, when in fact nothing is being dealt with. Hope that Willem proves me wrong

******ionate out of bundle rates

I have been a pay on the button MTN customer for about 15 years. Last week I got an out of bundle additional data fee of R 8000. I received a print out showing that the following charges were levied: Between 10.57 and 12.46 (1 hour and 50 minutes) on the 28 June when I was in Johannesburg in a coffee shop (for which I have proof) I was charged R 6 308.19 for data usage. The previous day between 9.44 and 9.59 (15 minutes) I was charged R 971 for data usage also whilst doing mails in Johannesburg. When asking for detail on how this could be possible I received the following reply: The report reflects a total of 10135.14mb (9.89GB) used within these two days. Due to the National enforced POPI Act, we have no direct record as to what transpired within that period. I am just expected to pay or have my line suspended. This has happened to me several times in the past, as a busy entrepreneur I don't have the patience or time to sit in queues in shopping centres or engage in endless chain of e mails which never result in a satisfactory outcome. I have been tied into a contract that does not allow me to purchase extra data and when I go over I am hit with ******ionate rates. Solution - All I want is for MTN to reduce the out of bundle rate in this circumstance to the in bundle rate and provide me with a more flexible solution going forward. (My present contract ends in June). Failing which they will lose a very long standing customer that is going to be as vocal as possible about this ******ionate "out of bundle rate"