Nightmare with upgrading of contract!

I'm left with no choice but to write this review.

I was due for an upgrade in February, and I received a call, to which I confirmed that I will check myself. To my surprise, when I wanted to check packages mid March, I realised that I'm only due for an upgrade in 2026. When I contacted MTN, I was informed that I have already upgraded on the 14th and 17th of February, I even took a new device, and added a new line. What shocked me is that the new debit order was set at around R1600, this is something that I don't even know, no new phone was delivered to me! I then asked to be referred to the ***** team, who confirmed documents that needed to be submitted. I submitted the required docs on the 12th of March, and a reference number was provided to me. I enquired how was the new debit order approved, as I remember receiving approval from my bank, FNB, to which I didn't approve. I was told that it got approved, as MTN was already debiting my account, I'm also angry with FNB by the way.

I followed up last week Tuesday, and was told that my case has been escalated. Today I followed up again, the case is still open!

Can this matter please be finalized, and cancel everything, so that I can do a new request for my contract!? What shocked me is that, I have never paid MTN more than R300, I was paying R115 on the contract that needed upgrading. How do I move from R115 to R1600 per month! You should have seen that this is not me, as this is just a red flag already!

I don't want my account to be debited on the 15th, as they couldn't cancel the debit order, I was told that it's a new amount, so it will not allow. FNB couldn't assist me, as that debit order is not yet reflecting. So it's like MTN is wants to deduct this money, that I may not even get back!

Please treat this matter with urgency!