Pathetic complaint resolution

I logged a complaint for out of bundle rates that I was charged while my balance showed a balance for my data. I also never received the notification that I was out of data. Ref:1- ********** 6768. I was advised that complaint was resolved by sms, and then i received an email from Rabelani Tshivhase advising me that they investigated my billing and that my sim used for the data usage. My complaint was never whether I used the data or not...my complaint was that MTN gave me an incorrect balance on my data and thus charged me out of data rates. I rep**** to Rabelani with clarity on the complaint and he opted to ignore my email.

I fail to understand what is so difficult to resolve from MTN, whatever happened to "Ms Legodi we apologize for the incorrect balance you received and the inconvenience caused by our out of bundle rates. You would have paid R???-?? had we notified that you are out of data. We will therefore credit you the out of bundle rates and charge the correct you have paid monthly for the last 5 years. "

Your complaint resolution is pathetic, not to mention your staff that ignore customer emails. ..or is this MTNs way of scoring an additional R1099 from me??