Shocking service at MTN

My daughter upgraded her account in March, the sales consultant phoned her to upgrade. As it was an early upgrade she asked about additional costs, was spcifically told there would be no additional costs, MTN then went on to debit her account with an early cancellation fee. After numerous phone calls, been put through to one departmnet and another she was told she would be credited as the recording verified she was told no additional cost, I then received an email saying that there would be no credit. Yesterday my daughter tried to do a sim swop over the phone as she is in hospital, was rudly informed that she would have to go into the store, she was still trying to explain why, when the consulant said it is MTN policy. I have been with Vodacom for 23 years and have always been able to do a sim swop over the phone whether it was a contract or a pay as you go. My daughter wishes she had never changed networks. Once this contract is up my daughter will be canelling her subscription to MTN. Its a pity that companies that are so large forget that it is the people that support them that made them that. Over the last 3 months our dealings with MTN have left us frustrated and annoyed. I can say that they do have 2 consultants who went outof their way to assist and make my daughter feel better about her dealings with them especially Fortune as my daughter was ready to explode when his friendliness and his ability to help calmed her down this was after been on th ephone for 0ver 13 minutes and been put through to 5 diffrent people. MTN should have more consultants like him