MTN SA : UPGRADE ISSUE

I received a call from your sales company regarding "Black Friday" specials on Friday, 20th November 2020. I agreed and accepted one of the specials as it was identical to the data contract I already had for R499 per month. I received a confirmation sms and reference number for this order. On the 27th November I received another sms saying that the credit review was in progress and an Agent would contact me which never happened. On the 1st December an amount of R1.328,28 was debited from my account instead of the agreed R499,00. I queried this immediately and was told there was no record of an upgrade on their side and as my contract had ended I was charged the out-of-contract rates. The lady I spoke to gave me a reference number for the call which was closed even though I still had no answers. I then went into the MTN branch in Rosebank to ask for assistance and I was told that they no longer deal with customer queries and I have to dial 135 and speak to a customer service agent - SERIOUSLY!!!!! I then called MTN Direct the next day and was told there was an upgrade reflecting on the system which was pending but could not tell my why. I was then asked to contact Retentions who were also unable to assist and suggested I contact Rewards Co. direct who were based in Durban. I was eventually put through to someone who told me they were unable to assist with my query and I needed to contact www.mondo.co.za who, from what I understood, are part of Rewards Co. and had an online helpdesk. I managed to get in-touch with a gentleman who said that my upgrade was pending as they needed a copy of my ID, he gave me the email address of where to send this info which I sent through straight away on the 2nd December 2020. To date I have not heard anything further. I called MTN customer care again this morning and the lady I spoke, Phindile, confirmed that my upgrade was STILL PENDING but could not tell me why. I told her I cannot afford to have that huge amount deducted from my account again and she said she has escalated the matter further. To date I have not received a single phone call advising on any problems or outstanding information.

COULD SOMEONE PLEASE GIVE ME A CALL / SMS / EMAIL AND TELL ME WHAT IS GOING ON WITH MY UPGRADE!!!!!!