Shocking MTN service!

I upgraded to a new MTN contract 2 months ago. I pay via debit order. This month I got slammed with a R711 debit that I did not budget for! Because of this my medical aid debit order couldn't go off, and I am now suspended!

I tried phoning but they weren't very helpful so I went to the store where I purchased my phone. Very calm and casually I was informed that it was Pro-rata and there is nothing that can be done. I have never before heard of Pro-rata! I have been with MTN since 2006 and I have never been billed for Pro-rata!

Apparently the lady who signed me up was supposed to tell me about this Pro-rata fee. Why is this Pro-rata fee so high!? Very conveniently this lady isn't working there anymore!

Another issue I have is my insurance! I was undecided about it so the lady in question said she will send an e-mail to their insurance company, who would phone me in 24-48 hours to confirm what I wanted. When the gentleman phoned me I told him I didn't want insurance as I have decided to put my phone with my home insurance. Once I managed to get a statment I saw that I had been billed for insurance! The lady who signed me up didn't just send an e-mail, she app**** for insurance!

Now, Guard Risk doesn't want to reimburse me the money since I app**** for insurance in store! So, what was the point of confirming telephonically, and why wasn't I notified that I had already successfully app**** for insurance!?

Is it just MTN Oakfields that's charching ridiculous additional fees without notifying there clients or is it a MTN policy?! If it is a new policy then why do I want to stay with MTN? My sister is with Vodacom and she upgraded at the same time as I did. She wasn't charged any additional fees!

I am severely disappointed at the lack of assistance I got from MTN Oakfields! They showed no empathy to my problem, that they caused!