MTN *****ing my money

Client : M Kleynhans - ********** 300 Beginning October I was called by your call centre offering me an upgrade on my existing contract and that I'll receive a new handset. I explicitly told her that I do not want a 2nd contract, upon which she confirmed that it is only an upgrade and I will not have a 2nd contract. I have now received my October statement where I'm charged for 2 contracts. I went to an MTN shop and they checked and confirmed that I have now also been allocated a 2nd contract with a 071-number. I have called the MTN customer service on 19 October @ 3pm and spoke to Preserverence and she provided me with a reference number 18070 and she confirmed that she escalated it to the complaints department. She requested me to call back within 3 - 5 days to allow them time to obtain the original call recording. I followed up on 29 October 2018 @ 11am and spoke to Nombile and she confirmed that the reference I received is not valid and she cannot find record of the query dated 19 October. She asked me to explain the process again and then she will escalate it to the complaints department. She also confirmed that I will receive an sms with a reference number, which I still have not received to date.

1. I want the recording extracted so we can ascertain what the agreement was. 2. To date I have not received a contract with regards to upgrade. 3. I have received a bill from MTN of R326,51 that was deducted from my account on 31 October - when I queried this at the MTN Cape Gate, I was told it is because I now have 2 contracts 4. I have received a new statement that is due 10 November 2018 to the amount of R517.16 - I need to understand how this is calculated. 5. I have to date not received my R110 airtime for the supposedly upgraded contract. 6. Does is at all make sense that I will upgrade from a R79 bill to a R500+ bill per month? 7. Your are not in line with the TCF requirements.

I need this issue resolved within 24 hours:-> * I want my contract reinstated to what it was, which is the R79 I originally paid. * I want the 2nd contract (IMEI ********** ********** 7) on the 071-number to be cancelled and refunded. * I want MTN to collect the phone they delivered to me * I insist that the call centre agent is fired as she is *********** to perform her work and keep clients happy. * If this matter is not resolved, I will escalated this to the Ombudsman.