MTN ******** their customers, zero assistance

My mother has been sent from pillar to post with the worst experience imaginable from MTN. I have tried contacting them on Twitter twice with no response. This is the saga:

In May, she was called by a person called Theorona, ( ********** 58) from the MTN call centre. She since found out that it is a subsidiary called Reward Company. Theorona proceeded to con her into an upsell offer. She said that my mother had been specially selected as a good MTN customer and will now have 2 GB before midnight and 2 GB after midnight, and would also get wireless Wifi and upgrade to the latest phone on lowest data. She further went on to say that this deal includes 2 x 4G smartphones because she have been such a fantastic customer.

When Theorona started repeating the deal and said that she now has 3 contracts, that's when my mother started retreating and said that she did not want to pay more than the contract she already had i.e. not a cent more than R399. Theorona assured her that the amount is the same and said the call is recorded and that she can always cancel within 10 working days and return the phones and rooter which would be delivered by courier.

When the phones arrived, my mother called MTN to check that the monthly premium would be the same, after which she was told the amount would be much higher. She then RETURNED the phones to MTN Musgrave within the time period of cancellation, as advised by someone called Mapulang and saw a consultant with the name of Warren, who "cancelled" and received the phones and provided her with the ref. no. ********** 98. He advised her not to take calls from the call center as many people are experiencing these problems of misrepresentation.

To her shock, she then received a payment notification on 2/08/18 from of R851.27 to MTN. The phones and contract had never been cancelled. She phoned MTN cust. service, and was told to call retentions and got a Ref no. ********** 68.

She then spoke to Sizakele Ref. no. ********** 27 and was told that she would receive a call from MTN in 24 to 48 hours. This never ever happened. She then went back to MTN Musgrave and was told to phone MTN direct on ********** 667 and ask for the supervisor.

She asked why their own staff were not trained on this matter and why Warren committed to cancelling. When he could not answer, she was told the manager was on leave.

MTN, this is absolutely shocking. Can someone please assist in sorting this out as we are now worried that my mother will be charged yet again for something she has tried desperately to cancel. This is ******* as she no longer has the phones in her possession and cancelled within the 10 day period.

If we do not receive assistance, we will be forced to take legal action.