Pathetic service. Customers are never acknowledged

I've recently done my upgrade online with mtn and was assisted by THANDA LUTHULI in the retentions department. I was asked for my banking details to verify my account in order to proceed and to forward a copy of my ID to he's manager who's name is WENDY NDLOVU. I was told that a I need to approve a debicheck mandate on my banking up. I made it very clear that I am a cash payer and that I don't want my payment method to be changed. I was put on a 3 way call with retentions and customer care to change the debit order date for the end of the month but was told the first payment needs to be done via debit order. Which I agreed but was not happy about this. On the 27th I noticed I don't have internet access and called mtn. They told me I need to pay R11 for a bounced debit order and then they will unlock my number. Please note I spoke to a different agent at customer care names Indephele. I could not pay the R11 on that day so I made the payment on the 29th. Called back to get my services unsuspended. And was transfered between customer care and retentions back and forth for over an hour. No one can help me. I was told I need to pay R392 in order to get my services back. My payments are always made at the end of the month and told them I didn't accept a debit order for the 21st I was told It was changed. And that I only need to pay for the bounced debit and the normal bill at the end of the month. Ive been promised I will receive a call from a manager to help me but no one has ever called. Im so disgusted in there service. Ive been a loyal customer to mtn from 2009 and I never had an issue like this even when I have done my previous upgrades. I actually wanted to cancel this upgrade because I was being told my bill was been run up to R1200. For a R239 contract. The person who did my upgrade cannot be located and apparently does not work in their department. THEN WHO DID MY UPGRADE. Mtn customer services is disgraceful and I wish I had moved over to a different internet service provider prior to this upgrade. They do not treat their customers with care or concern. But are quick to suspend the lines for something that's not their faults.