Poor Service All Round MTN-SA

I decided to do an online upgrade with MTN and it took almost a year to receive the device yet I was paying for it on a monthly basis. They gave me the run around and finally upgraded my phone to another one since the one I had wanted was no longer in stock. Anyway, fast forward to Deceember 2020...

I was charged over a thousand Rands as an early upgrade fee. I have queried this so many times and believe I should not have been charged since it wasn't my fault. The lady who helped me assured me that I wouldn't be charged but to my suprise, an early upgrade fee was debited from my account. So since last year, I've been calling them, texting and even visited one of their branches but nobody has been able to help me.

I feel exploited and they keep saying they will get back to me... its been months and counting.