Upgrade without consent

I received a call from ignition group doing a promotion for mtn. During the call I informed the agent that I had two months left on my contract and I was not interested in upgrading my Sim only contract. The consultant informed me that the package I was currently on is no longer available and requested if I would like to opt for the new pricing structure. I emphesised that my remaining term is coming to an end and that I would take price restructure for the remaining term being January and February.

At the end of the month I found that my account was debit with more than anticipated. I called mtn call customer care only to find that an upgrade was loaded. Since then I've been sent from pillar to post trying to cancel the upgrade. To date no one has gotten back to me.

After being kept on hold each time I call in I get told the same thing. "your turnaround time is 5 working days someone will be in contact with you" . It's been 20 days already and still no resolution.

Mtn is failing in customer service and are quick to offer and load unwanted upgrades for your money but when comes time to rectify their mistakes, we as consumers suffer their delays and excuses.