MTN upgrade turns into downgrade

On 8th February 2016 I had a call from Mabongi Ntuli ***) of \a department of MTN\" offering an upgrade, with free delivery of a new handset to my house. I agreed to an upgrade of the existing postpaid contract and all conditions, with an iPhone device. No delivery was made, subsequent queries revealed that an \"upgrade\" had been done by Velociti, a subcontractor to MTN Direct Sales, who had downgraded my 360 contract to a 100 contract. MTN's Alston ***), and Zanele Radebe [Email Removed] have both offered to cancel the \"upgrade\" but not done so. Repeated calls to Velociti and MTN and personal visits to MTN have had no effect. MTN now claims to have no record of my ID number, although I hold 3 postpaid contracts, paid up every month and for which I receive monthly invoices. I now have a downgraded contract and no new mobile device, and MTN is unable to rectify their error."