Unauthorized Upgrade Done by MTN

I have not been receiving my MTN bill for months. The app and mymtn online does not work - I cannot log in. I have sent numerous emails as I cannot even get through to the call centre.

I received sms' and emails stating that I am due for upgrade. I rep**** saying I will not upgrade as the service is non-existent. I received a call from the retentions department regarding my upgrade and we had a very long conversation about my challenges and I was told that my query will be forwarded to the relevant person.

Long story short, it seems the upgrade was done without my approval. Customer service says to email retentions. Retentions do not bother replying to any of the emails sent.

I went into the branch at Eastgate, they cannot help me and say I need to contact the call-centre.

If I cannot get through to the call-centre, the MTN shops cannot help and retentions do not respond to emails...HOW DO I GET ASSISTANCE?!?!?!