MTN- poor service with unqualified, inexperienced "service champions"

I upgraded my MTN contract to one that has lower charges and terminated one of my contracts which had expired. To my surprise when my monthly bill came through, my account was overcharged by more than R500. I called in and spoke to the so called service champion who was rude and telling me I was basically stupid for not understanding contract activation fees as that's what the charge is for. I explained to her that I've been with MTN for years and was never charged the so called contract activation fees. She was rude and said she can't help me. I called again and spoke to a gentleman called Tshepo who explained what the incorrect charges are for and that the person who upgraded my contract made a mistake. He then proceeded to assure me that I will be refunded my money and that he has logged a query for refund. I called in to check a week later as I received no refund. My call was answered by a really rude service champion who didn't want to hear anything about incorrect charges. To cut the long story short, it has been 2 weeks and every time I call I am met with rude people who do not know their job and everyone asks me what happened so I literally have to explain the story all the time.

I am extremely disappointed with the poor service I received from MTN just because I want my money back! I have been a loyal customer through the years even though their data is expensive and their network is poor but now I am considering cancelling all my contracts with them. The service I received felt more like a prank because I didn't realise that people can be so rude to clients who are kind to them. Client experience is an important aspect any company. As a person working in one of the biggest financial service sector I know and understand that a refund doesn't take long to process. My colleagues had the same issues with MTN and some are still trying to clear their names after they were ****med through MTN.

Deeply saddened and disappointed!!!!!