MTN not Treating clients fairly

Good day,

Kindly assist with the following complaint

1. My mom upgraded with MTN Cradlestone 2. She was not charged what she signed for 3. MTN agreed to cancel the contract/upgrade as they could not find said contract. 4. MTN collected the phone and advised that they will cancel upgrade and go back to previous contract. 5. Now MTN can’t reverse and could not explain thus the contract is now cancelled without explaining as requested. 6. Who is at fault if MTN cannot find the contract? 7. We have been to several MTN branches and head office several times with no assistance. 8. The client is a 65-year-old and has had this contract for many many years.

Where is TCF as well as putting the client back to the position she was as she signed a certain contract, and it was not honoured by MTN as they could not find “contract”? How did she have the phones in her position if no contract existed?