MTN service really very poor

I am writing on behalf of Mrs P.Coetzee , a pensioner, that is really upset with the recent service received on the following 2 matters: 1) Upgrading her current contract to the latest new OPPO deal consisting of the A15 phone and the R299pm x 24 package. She went to the Reds branch on 12 Nov 2021 to request this upgrade, to come into effect from end December 2021. When she checked her debit order that went off on 31/12/21 the amount was R471.13 which was her old contract amount. She was expecting only R299. When she inquired with Reds branch, they said it may take a while to try and resolve and then also informed her that the amount for the new contract is R371.63, which does not make sense. The agent said the difference between the R371 and R299 is the extra insurance which is R63.16. But R371.63 - R63.16 = R308.47 which is also not R299, so what is the extra R9.47 for? Furthermore, this led to the next issue, because Mrs Coetzee mentioned that since 2019 she signed a waver for the insurance since she has personal cover through Outsurance. Note : Mrs P Coetzee do have a hard copy of the Waver form signed in 2019 as proof. Then it was discovered that 2) Since 2019 MTN did not waiver the insurance and MTN have been charging her insurance for the last 2 years. The Reds branch agent (Raoual van Staden) logged a ticket number 275419 on 4 Jan 2021, but apparently this can also take a week or 2 to get feedback on. Mrs P. Coetzee had to visit the branch twice already to try and resolve these issues and if she did not enquire on the extra insurance that has been deducted during this latest debit order, she would not even have realised that MTN have been charging her insurance since 2019 which was never suppose to be deducted. The monthly insurance charged was R63.16 over 2 years, which comes to a total of R1515.84 and not to even to mention that lost interest ?

It is very sad to see that pensioners are treated in this way. We would appreciate if someone can look into these matters urgently and resolve the 2 issues: 1) Refund Mrs P.Coetzee the total insurance amount R1515.84 and even consider interest as well 2) Rectify the new contract amount. She needs a refund on the 31/12/2021 debit order, ie. R471.13 - R299 = R172.13 and then MTN to ensure that next Debit order will only be R299 with NO insurance, going forward.