No resolution to ********** upgrades

Four ********** upgrades was done on one MTN account on the 4th of August 2018 and reported the next day by account holder to MTN. The matter was subsequently investigated by the ***** department, and after 21 days (as per SLA) followed up by account holder. To my dismay information was supp**** that the matter was not finalized and only then further investigation was done. The matter was resolved a few days (after follow up by account holder) after that, and the case closed at the ***** department. Thereafter it was transferred to the general main stream enquiries department (was informed to call those departments), as was informed that ***** department cannot reverse the *****elant upgrades. Needless to say after various calls / ticket numbers etc. over a few months to the "Call Centre's" no postive outcome was received and was informed that the ********** upgrades cannot be reversed, as the orignal documents was required. Subsequently on 22 March 2019 the store (as not living in that province) where orignal contracts was taken out, was visted to obtian such. A very helpfull staff member assisted me instore and referred an email (with all details included) once again to resolve the matter. Needless to say, no repsonse have been forthcoming. In short seems impossible to resolve that matter after so many months have passed.