Terrible customer service

Good day Please can someone help urgently, I can’t seem to get any assistance from the franchise (MTN Trade Route mall) itself and I need this matter to be escalated. I did a upgrade on the 25 May 2017, I took a package MTN MY CHOICE TOPUP R100 airtime, 100 SMS and 2G data For the first three months I was going to get double up of the above However it was later discovered that I was loaded under the incorrect package, I had a flexi package of only R200 minutes only Subsequent to that I went to the branch on several occasion, the package was rectified , however to date I have not received any feedback with the double up I have been to the franchise at Trade route on several occasions, spoke to the manager as well and I don’t seem to be getting a joy. I have been to the franchise on 10 July, 27 July and 5 August 2017, the last time I was at the franchise I was told by the manager that there was a system upgrade, all information was logged on. However to date I have not received the double up I have been back to the franchise the premises is being revamped and the cell number on the internet you can never get through to. I have phoned the call centre on several occasion was told to go to the franchise. the franchise is as pathetic as u can get them, so who takes responsibility and accountability to assist if I am being transferred from pillar to post. I have never had such pathetic service. so the franchise makes a mess and MTN doesn't want to assist. Can someone help me here urgently or give me details of the owner of the franchise, or put me in the right direction to escalate this matter so that someone can give this their immediate attention