Still no meaningful action on ********** upgrade

Apparently MTN considers the problem resolved when they post a "private" response telling you they'll look into it; actually FIXING the problem doesn't come into it. After I lodged a formal complaint, I received a call from the consultant that performed the "upgrade" (see my previous review for details), who confirmed that it was done in error, and that I had been overcharged. She promised to reverse the "upgrade" immediately, and log a query regarding the overcharge, for which she would email me a reference number. Of course, none of those things has happened. I emailed customer care again to follow up, and was requested to provide a whole bunch of personal information - including my MTN PIN - by reply email "for security reasons". There is no way I'm putting all that stuff in an email! So I requested that the consultant call me in order to confirm my security information, which - of course - didn't happen. @MTN: Please don't give me the generic "we've escalated this and someone will be in touch" BS response, and don't mark your response as private if you have nothing to hide. I WOULD like to know why the ********** upgrade has not been reversed, the reference number your consultant promised to provide for the billing query, and when you intend to refund me.