MTN no rectification despite extensive effort

I am utterly broken, exhausted, demotivated and hopeless after spending hours of my life trying to rectify an issue with MTN. Up until now I still have not been refunded a total of R3411.99 that MTN incorrectly charged me over just 2 months, a fee that should have cost under R200 for each of those months. I have called mtn 14 times over the last month, with multiple calls on those days, hours of my life listening to " yello", "how can a brighten up your day" and elevator music which only added to the frustration. The system is completely flawed and built so that you just give up and lose the money. It's so difficult to get through to the right person call after call, transfer after transfer, "system offline", "system froze, can I transfer you to another consultant" (who they call "service champions"...). Call reference after call reference, opening and closing. The worst part is you cannot contact the person you need, you need to wait for them to call you, which they never NEVER do. So you call back and get told to wait longer. With every "service champion" completely agreeing with you that "this is an error that needs to be corrected" "I'm sorry" but the error never actually being corrected. A system where YOU have to follow up your own outcomes - when a reference is opened you have to wait for it to close then call back and get stuck in the transfer call chaos, instead of them providing feedback via sms, email or for goodness sake a CALL. speaking to different people every time so you have to explain the whole situation again from the beginning. The number of times this issue has been "escalated" to the supervisor /manager /billing department, its been countless. But where that goes nobody knows.

To be brief - I opened a data contract with mtn August 2019, set to expire in July 2021. (R199/month contract) - so mid June 2021 a 3rd party sales Company called me for an upgrade. I followed this up and what they sold me over the phone was not what was put on paper, so I cancelled it within policy rules within 14 days (9 to be exact) and called mtn themselves and I signed up for a R169/month upgrade, all documents sent, accepted and no further requests. - August charged R2011. 99....?! "pro-rata" what what. Emailed and did not get sorted (assumed it did) - Sept charged R1400 (remember that it is meant to be R169...in August too ) - this is where my call saga began 2 September , ended up saying my upgrade was pending since June , so they reinstated my previous contract without my knowledge and now charged me the no - promotional rates pro rata - still makes no sense whatsoever to reach those figures - up until now with the numerous calls and hours, they have initiated said contract but have not refunded me. Keep in going to billing department and getting declined, or escalated to a manager who will "call me back immediately" which never happens.

Worst part is after such terrible service, I'm too afraid to even cancel this contract incase they take more money for "pro-rata" or whatever excuse as their debit order authorisation gives them the higher ground.

I'm broken.

MTN, how can you "brighten up my day" you ask? Honestly, I don't think you can.