MTN, Poor, Poor Service

When the direct debit for my account went through at the end of November I noticed that it was higher than what my contract is for by an extra R150. I thus queried this on the 30th of November via email. Finally on the 5th December I received a copy of my account bill without any type of explanation. I discovered that an additional charge of R130.44 had been charged for "upgrade fees" ? I thus queried once again as although I had upgraded my contract on the 6th September, I had elected to pay the upgrade fees in cash, specifically as I did not want other charges added to my monthly account. I also sent a copy of my receipt. On the 8th December I was advised it was escalated to billing with reference number ***

After not receiving any further response, I once again emailed on the 14th December asking for an update. On the 15th I was once again advised that it had been escalated to billing with ref ***.

Well today is the 23rd December and I have not had any response ??? Is it so difficult to check and advise and how long should this take, it should have been resolved within 24 hours as far as I am concerned. To date I have been with MTN for many years now and have been very happy with service and overall cell reception however this sucks. This is not service and somewhere, someone should be disciplined for dropping the ball. Is this an indication of things to come ? Come on MTN, really, this is truly disgusting.