Poor Customer Service MTN

My contract on a MTN SKY VIP package was coming to an end and was phoned by a consultant Ishmaeel Mohomed from MTN. He gave me the option to either upgrade my phone to get another device or keep my old device and pay only R1150 as opposed to my R2818, I was paying and the package would now be known as the MTN SKY GOLD, no more the VIP as listed above. I have now paid 4 or 5 bills more than the quoted amount, one being over R3000. If this is the case, i would have kept my old contract at R2818. (Never paid more) No one phones and speaks to you, excepting a very short email about pro-rata billing etc!!!!! My question is.... "If i was told R1150 per month and same package, excepting there was a name change from VIP to Gold ,Why am I paying more than R1150 per month with no device??? I cannot seem to get an agent to explain this from our GIANT MTN.