Mtn pour service, please try other services

Hi, I've been making inquiries with mtn since July concerning a contract which was canceled with mondo reference ***, I had I new contract with mtn in August, then was charged double the amount, made follow ups and they said will be refunded, since today I'm send to pilar to post, reference *** after they gave me this Reference *** they said it's an escalation will get back to me, even now. Can you please please assist me, course now it's difficult to get through to contract department. I've been using mtn contract for past 4 years. Now it's a disgrace, wish I can cancel this new contract course of pour service