MTN useless customer service

In Oct'24 I was called for an upgrade, I told the consultant I don't wish to upgrade and I would like to cancel, she proceeded, i asked if there where any cancelation costs, nothing was mention to me at this stage. Now in Jan'25 I receive a invoice for R19 000 to pay MTN, apparently there was a cancelation cost attached but this wasn't mentioned to me.

My profile was suspended because I didn't pay that amount and all 3 phones on my contract are inactive yet payment was made for my other two contracts. I called several times in the last two weeks, apparently a manager by the name of Kyanisa said she will personally look into the matter, she pulled the voice recording, confirmed with me that no costs where told to me and that I was right in everything I said and asked and she was going to process a credit.

Its been almost 8days gone where all my phones are still inactive and I cant use, I called Kyanisa, she tells me she's sick and cuts my call and I'm left stranded and no one is assisting me when this is not my fault. I called in again and was told someone else was going to call me and up to now I still havent received a call. MTN needs to compensate me for all theses days I have lost with use of my phone.