Still no feedback in connection with incorrect package!

It haa been 3 days now since I added a complaint (12 Oct 2019) in connection with my package that was changed to what was not discussed over the phone with the call centre agent. One of the customer service providers sent an email yesterday requesting my contract for further investigation. I have rep**** on the email and stated that he should please confirm what contract, is it the contract I signed the day I took out a contract with MTN because that is the only contract i have i haven’t received any other contract since 2016? He went futher and advised me that the current data I received is my new package.. The more I am advising the people at MTN this was not the package discussed over the phone the more they want to tell me about my package details!