MTN non-existent customer service

After struggling for several months last year to upgrade my cell phone through MTN due to stock constraints of the requested phone, MTN assisted to upgrade my sim while awaiting stock. I was assisted by Caroline Pillay in November, and during this call I specifically asked her to confirm that when the handset was available that there would be no additional charges, which she did. I proceeded to upgrade the sim. After waiting several months for a handset to arrive, it turned out that MTN had no record of my details on the "waiting list". I proceeded to contact an iStore in February who had stock, and always seem to have had, and upgraded my handset. During the upgrade the consultant advised me that MTN would be charging me a fee for an "early upgrade" of R1 354.91 which I advised I would dispute as I could not deal with the frustration and delay any further. I lodged a complaint with MTN customer care via email on the 1st March. I received a response on the 2nd March requesting my ID number, email address, work telephone number and bank name. which I supp****. I then received another email on the 3rd March requesting my address, which I supp****. In this response on the 4th March I requested a copy of the recorded call with Caroline Pillay. No feedback was received. I followed up on the 15th March and still no response. As per the information on MTN's website for escalation of complaints, I escalated the matter to *** on the 23rd March. I have still received no communication whatsoever on this regard.