Pathetic Customer Service

I’ve have had the absolute worst experience with MTN. They outsource their services to partners that are equally bad! I upgraded in April 2020 & I now need my upgrade contract to get MTN to refund me for an insurance overcharge. They won’t do it without proof of the upgrade. For the last few months I have called their call center multiple times, been transferred multiple times & even given a different number to a company called ‘Rewards’ all just to locate me MTN upgrade contact. I’ve engaged with them on social media multiple times (they have ignored my latest attempt on Instagram on 1 Dec to get help, haven’t even acknowledged my DM), I’ve emailed their ‘complaints’ email address with no response and I’ve been in to a physical store as well. I still cannot get a copy of my contract from MTN, they still owe me a refund. Yet every month they debit my bank account to charge me under this same upgrade contract.