MTN now delivers 'verdicts' not customer service?

I have an issue with the data charged to my account. I seem to be one of many of my group of friends who have experienced the same thing. In fact my husband has left the network for the same reason. When I called to highlight the incorrect billing I am told that I cannot speak to anyone to actually explain my issue, a call will be logged and I will receive a 'verdict' in 7 days. I am your customer not a ********. What happened to - \Sorry dear customer