UTTER LACK OF SERVICE

Good morning I have been with MTN for over 6 years. Was waiting for the Black Friday deals to upgrade before my contract expired on 25 Nov 2020. Deals started on 20 Nov and I submitted an online upgrade request which I tried following up frantically in the days to follow. Received sms notification about the order being processed and email notification that the upgrade was approved BUT nothing further. Then an sms on 26 Nov to say my contract is expired and out of bundle rates apply. Again frantic, I called in and two separate consultants indicated my account would be rectified and all was in order for the upgrade - I should just wait. On 29 Nov I called in again ONLY to be told my upgrade was cancelled on 26 Nov by RewardsCo with NO APPARENT explanation as to why. On 30 Nov - MTN Direct then assisted with my upgrade and I took an additional line.....this seems to have been approved as I have been contacted by DSV for delivery of the devices.

HOWEVER, my account has not been corrected or updated yet....according to the MTN app - my bill since 26 Nov to date is over R1500 (my previous contract was at R469 a month, the upgrade is for a contract at R299 a month). I have again tried to call in various times with no resolve.

I keep getting SMS notifications with references to say my query has been resolved but IT HAS NOT BEEN RESOLVED. I have been told to speak to Retentions about this account but I have tried half a dozen times to call in and I am put on hold sometimes for up to 30 minutes after which I cannot hold any longer and no one has answered.

I AM DISAPPOINTED, FRUSTRATED and ANGRY. I am not being assisted by consultants and they just keep passing the buck. Can someone in charge who is able to resolve this account please contact me so we can rectify this ASAP. I don't think that it is FAIR PRACTICE to be held liable for something that has not been changed, updated, amended by MTN despite me having done everything I could on my side to completely avoid this disaster in the first place. HELP PLEASE>