Unwarranted early upgrade fee resulting in service being disconnected

I have 3 active contracts with MTN one in particular for the device I was using which had broken was due for upgrade on November 18th 2022.

On November 17th I received a call from a telemarketer on behalf of MTN offering me an upgrade on a different number as it is a better deal which I agreed to as it is only a simcard and no device, and a better deal. She also insisted I upgrade my device contract due the very next day, which I insisted I would do in store as u want to see the devices and choose she called me back and insisted that because I am under debt review I would have a hard time upgrading my contract in store as it is a teadious process and I may not get a device she even offered me a sim only deal but I informed her that the only reason I would do an upgrade is for an actual device, (which I had promised my son would get on the 18th when I upgrade). Long story short she persisted.

Background, on the day at that very time I was heading home after spending a week in the Northern Cape and told her it was a bad time to speak but she insisted that it would only take a minute continuously and eventually I gave in. 4 calls later just wanting to be left alone as I was about to decend down the Van Rhyns pass I agreed very upset just to update the contract so that she could stop harassing me. I have a day or 3 later upgraded my Vodacom contract in store hassle free and the consultant was very helpful in getting a top quality phone for my 18 year old who loves gaming and has sufficient on board space and 8 gigs ram. Much better than the quality provided by the online MTN specialist who told me I would not be able to get a good device in store.

I subsequently received the MTN device an A13 low Memory and 3 gig ram device on November 28th.

Mind you when returning to an MTN store I spoke to the person behind the counter who had told me we should never upgrade in that manner as they the call centre do that all the time and customers end up having to pay the fee. He was unable to cancel the upgrade on the 19th as it was pending. he advised I call 135 and cancel however there is no option on 135 to speak to a consultant or cancell the pending upgrade.

When receiving by bill I noted an early upgrade fee for R516 rand the telemarketer knew from the start that I am under debt review, now I need to pay that in order to be connected.

I have sent a dispute request in to MTN which in my understanding is pending and 2 weeks ago they cut my service with no prior notification. I was on my way home from work when I realised what had happened as I did not notice with WiFi at work. I was unable to call an uber for myself and my children waiting at 3 locations and unable to contact anyone. I called MTN to enquire and the lady reconnected my service with a payment plan I did not request after I explained my predicament and pending query. I was put through to speak to another consultant who said that I need to explain my situation to the person who did the upgrade I was placed on hold and the call ended by MTN. I walked to my eldest for whom I have a contract with Vodacom and we managed to buy data to call the Uber.

Yesterday my service is cut again, whilst I have sent numerous emails to MTN requesting feedback, initially they asked all my details, iD number etc. And after that no response.

How am I to pay for something firstly I was bul**** into taking and secondly an early upgrade fee for upgrading a day before the time on the advice of the very company and thirdly the device I've received 11 days after upgrading. I made it clear that the only reason I am upgrading was for the device. I was not even offered cell insurance which I've learnt the importance of when my previous device borke. The new device was ****** a week later. It all leaves such a bitter taste.

How can MTN prey on loyal customers who have been with them for decades? Knowing also I am on debt review yet purposely calling to secure an upgrade a day before the time in order to get R500 plus rands from me and thousands of other unsuspacting clients.