MTN RELUCTANTNESS TO RESOLVE CONSUMER ENQUIRY

I have renewed my topup cellphone contract June 2017 and took out an additional one the following day telephonically. I specifically wanted the topup which I was using for years now. My husband activated his roaming on his phone's settings when going to India 21 June 2018 under the impression that all calls and charges will be charged against the account and then against the topup loaded money. My phone was blocked during the third week of July 2018 without any prior notice. When I phoned to enquire no one could give me the reason. When my account was mailed I found that I was billed R14 000 for roaming. I started with enquiries at MTN, locked a ticket for the URL with Lerato with ref nr: 1- ********** 9960. No feedback was received and I again spoke to a Bokime and locked another incident with Ref nr 1/ ********** 4112 where after I was informed it was sent to billing department for a resolution and I will have to wait +- 72 working hours. No one contacted me thereafter and I again phoned MTN and spoke to Tembisile who gave me Musa Twala's cellphone number and after a tremendous struggle got hold of Musa Twala at billing who stated bluntly I do not have a topup and there is nothing wrong with the billing. I followed up with the ladies who handled my contract telephonically and they stated in writing that I am being billed wrongly. While I was trying to sort this mess out I received a following bill which has now accumulated to R21 000. Angelique Gumbi the lady who assisted me with the new contracts sympathized and said she knows Musa Twala is wrong and why did they not phone me when they detected the escalation. I insisted on the voice recording and Zama was instructed to contact me. The first phone call I received since this whole mess and she gave me the requirements to be able to receive the url and stated that I will unfortunately have to go to a MTN shop to listen to the recording as they will not be able to sent it to me, which to me was fine. I went through the whole rickmarole and forwarded them the documents... STILL AWAITING THE URL. After other enquiries to Mr Twala about the case, he stated that he has forwarded the enquiry to the relevant section who will contact me to resolve the matter. No one ever contacted me again and since then, all e-mail enquiries to them are ignored. I have been to an MTN shop at Wonderboom Junction to try and resolve the matter, but they stated it was apparently done by a contractor and I will have to resolve the issue with them. She also informed me that they are able to send me the URL directly. I have a paper trail of the mailed conversations. I have just now received a payment reminder stating that my subscriber contract will be cancelled against my cost and legal action will be taken against me. I have done all that I can from my side to try and resolve this matter but MTN is however not willing to cooperate and I have consumer rights which are bluntly being ignored. I will be taking this matter to my lawyer should the matter not be addressed.