Overcharged for a phone that does not exist

Hello Peter,

Please help, I am not winning with MTN, I did an upgrade on my 2nd phone in August but it took longer for the courier company to deliver it more than 2 weeks and I cancelled the order with MTN and I had spoken to Ndu to cancel it. But to my surprise when I got my statement the new price was charged and I emailed MTN letting them know that I will pay what I normally pay for my account and not the new price for the new phone. No one responded. I called MTN after holding forever and being sent from one department to the next no one helped me to explain and I did send an email after I have been asked the security questions no one responded ever since. The next thing I got was an sms from MTN telling me that my account is still due with R210 I called MTN back again to try to find answers but as per usual no one could help with my situation, and I sent another email no one responded and my phone was suspended and I went to the MTN Branch in Newtown and they called the CCI people and I spoke to that Ndu. Because I need to use my phone, I eventually paid that money they said it was overdue but still with no answers. I have been liaising with Ndu since I see that he is the only person who is willing to help and he advised that the package(new phone) was returned back to MTN at their warehouse but now no one from MTN is confirming that they have received the phone so that I will be refunded all the extra monies I have been over paying every month. I am really highly disappointed by MTN after 15years I have been their contract client this is the treatment I get. I see that they want me to pay for a phone I do not have just because i do not want my name to be listed. Please help. I cannot pay for a phone that is not in my possession for 2 years.