poor service/customer queries

poor service from call centre, reason being that since the lockdown were lifted to level 4, and we upgraded our contract, mtn charged us an migration fee, without our knowledge nor the staff at the branch were aware off, eversince then we had no luck in resolving this matter! they use the covid excuse to conclude any response or resolving any matters. customer queries can only be logged online and it has been 7 months of struggling mrs henning