MTN no replies for 2 months, no phone calls - Business customer over 20 years

I never got a reply or call from MTN after my Hellopeter review on 10 June 21. I have now been debited for R1177 (was R579) before the upgrade. The problem is I am paying now for an cell phone that I never received as the difference is for a new handset. We are going for July and MTN will take a second payment. Can I put in a ***** claim at the Police ? I have phone various times since the 10th of June with nobody resolving this. My last Reference **********70. Where else can I go as all MTN staff work from home and does not care for the customer at all . I have also reported them to the Consumer Protection Unit