Unauthorized debit orders going off on my account each month

A representative by the name of Felicia Thag from the MTN VIP department contacted my wife in May 2025 and informed her that one of her contracts was eligible for an upgrade. My wife agreed to proceed. Felicia advised that a consultant would contact her to finalise the upgrade. Subsequently, a consultant named Koketso Mankge contacted my wife and assisted with the upgrade process. During this discussion, my wife explicitly asked whether there would be any additional charges, as she did not wish to incur any extra costs. She made it clear that she would not proceed if there were any additional fees. Koketso assured her that there would be no additional charges, apart from a once-off administration fee of R150. For further clarity, my wife asked again whether there would be any additional charges, explaining that she had previously had a negative experience with MTN during an upgrade. Koketso reassured her that there would be no extra costs beyond the R150 administration fee. Based on this assurance, my wife agreed to proceed, and the contract was concluded. As part of the process, my wife was required to email her supporting documents. She sent the requested documents to Koketso on 21 May 2025 and, in the same correspondence, once again confirmed whether there would be any additional charges. Koketso responded via email confirming that there would be no further costs apart from the R150 administration fee. However, when the first debit order was processed, my wife was charged the R150 administration fee as well as an additional amount of approximately R250. She immediately contacted both Koketso and Felicia via email to query this discrepancy. Unfortunately, she received no response despite sending multiple follow-up emails. At the end of April, a further debit order of approximately R300 was deducted, which has caused significant frustration, particularly as it has now been almost a year without any response or resolution from either party. My wife would not have agreed to the contract upgrade had she been informed of any additional recurring charges. She is in possession of all email correspondence between herself, Koketso, and Felicia, which clearly reflects the assurances given. In light of the above, she requests that this matter be investigated urgently and that all amounts incorrectly debited be refunded. She would appreciate a prompt resolution to this matter. Please note that my wife has documented proof in the form of email correspondence between herself, Koketso Mankge, and Felicia Thag. These emails clearly confirm that she was assured there would be no additional charges apart from the once-off R150 administration fee. This evidence can be provided upon request and supports her position that she would not have agreed to the contract upgrade had she been informed of any additional or recurring charges.