*****ulent contract opened instead of an upgrade

My data contract is due to expire in January 2024. I received a call from a guy named Xolani sometime in November from a company called Summer mobile representing MTN and offering me an upgrade of my contract. I agreed to the upgrade and requested an "unlimited" package for R249 which has some restrictions once you exceed 100 Gigs (I asked for the month to month option). I received delivery of a package on 01 December which had a new router and another sim card. I went to an MTN store at the Gateway mall the following day (02 December) and was advised that an upgrade had not been done and that instead a new 36 month contract had been opened and that I now had an additional contract. In addition to this, this new contract was for a package Xolani and I never discussed, I now have a 6 Gig contract which I know nothing about. The guy at the MTN said there was nothing they could do to assist me as I had chosen to upgrade telephonically and that I needed to contact the person who had assisted me with the upgrade.

I sent an email to Xolani the same day. Initially he denied that there was a new contract and that he had merely upgraded my contract. After sending him screenshots of the new contract he then promised to have it cancelled. This was at the beginning of December. By the 18th, the contract had still not been cancelled. I then sent an email to MTN complaints on the 18th and received an automated response with ref number 110c9765-0d89-46fe-8070-b4da***9. Since then, dead silence, no email, no phone call, no updated. I am just in the dark as to what is going on. In the meantime, this new contract is still active and they have now loaded data for the month of January. I really don't know what more one needs to do to get this issue resolved.