shocking service - take your money & no feedback

Shocking service from MTN - they have their promotion company offer me an upgrade of my phone. it never arrived - 4months later they are deducting from my MTN account but they eventually find the phone package still in the warehouse - but funny enough they are trying to contact me on that new number - the sim has not even been activated. now another 2 months later I have eventually confirmed with Rewards Co that the upgrade was cancelled BUT they are still deducting the money from my account. I have cancelled my data contract with MTN but they still deduct the R179 every month!! Every enquiry I make is that the query is still with the MTN Financial Dept and I will be contacted within 24hours - NO ONE has contacted me & I still sit out of pocket for something I don't have!!!! I am tired of hearing about escalations and they will contact me - it's a joke - where is anyone at the higher escalation - they don't exist - one one works in the "escalation dept" because I have waited & waited & waited. I have been a loyal customer with MTN for more than 8yrs but this is not acceptable service. I will go back to CellC today!