Very annoyed customer

Good Day

About 2 years ago, my father took out 2 contract phones. 1 for me, and 1 for my mother. He took it out from mnt in Paarl Mall. 2 months ago my mother went to mnt to report her phone ******. She had no insurance on her phone, so obviously it was a lost case. ( 2 PHONES: 2× SAMSUNG J7. MONTHLY INSTALLMENTS ON BOTH- R538pm). One of the agents informed my parents that luckily for us, it's time for an upgrade. My mother came home and told me the news. Seeing that there's absolutely nothing wrong with my cellphone, I was very reluctant to go and upgrade. Eventually on the 19th of February 2019 we decided to do the upgrade. Our previous contract bill ran from the 11th of the month to the 11th of the next. So when we spoke to gentlemen or agent that assisted us, we had very specific questions. We wanted to know that whether we were gonna pay for both contracts at the same time, and until when and from we gonna start and end with contract. The agent then informed us that seeing we are getting billed on the 11th and it's the 19th when we went for the new contracts, that we are still paying for the old contract end of March. Mnt already billed us on the 11th of February for the 11th of March. Even though mnt only do a deduction on the last day of the month. So according to the agent, we were only gonna pay our first installment on the new contract end of April. ( NEW CONTRACT: SAMSUNG A9 R599PM PLUS INSURANCE R243PM. PACKAGE OF R842PM. HUAWEI P SMART R289PM PLUS INSURANCE R110PM. PACKAGE R399PM. 2 PHONES 2GETHER R1241PM). First payment due end of April. On the 30th of March, a deduction from mtn was made on my father's account for the amount of R2547. So the next day we went in to go and query the absolutely ridiculously amount. A lady agent assisted us then. We explained our predicament. The agent that originally helped us with the deal then saw us and left his client unattended to come and check out what was going on. With in seconds the first mistake was spotted by the lady helping us now. Our agent signed one of the phones up for a totally different one, which resulted in a R2099.74 deduction. The difference from the R2547 was for the other phone. A 3rd agent on duty then said seeing that the mistake he made was that he choose something on the computer that was just underneath or above the correct one, that can be his motivation. ( very very unprofessional, cause me as the client could hear her). On Monday the first I received an SMS from MTN SOUTH AFRICA, saying that my query has been resolved. We then contacted the shop to check what the meaning of this SMS was. He told us that he will follow up and let us know asap. I then contacted the mtn customer service and it was then explained to me that a refund of R939 will be done on the 11th of April. I couldn't understand the amount and how they got to it. She also couldn't explained it to me. So we went back to shop to try and get some more information. Our agent then very cool and calm, as if he needed to fix a mistake like swopping bubble gum for sweets. Only then for the very first time since the 19 of February when we got our new contract he mentioned prorata payments. I immediately stopped him and had some questions. He couldn't look me in the eyes nor answer me. Not only did he blatantly **** to us about when the old contracts last payment will be done and the new one start, he also failed to informed us about all the extras like prorata ect. Since mtn deducted all that money from my father's account, his in an arrears with his personal bank account. They now charge him for the insufficient funds per day. Money that's lost now. Also the inconvenience of going to shop twice in 2 days plus petrol money getting there and back. Airtime money phoning the shop twice. I do understand that it's human making a mistake, but clearly somebody needs to take responsibility for this. I can't see why my father should be the one paying for someone else's mistake. A mistake clearly can't cost the client this much grief and money, and the only thing that the agents got to say is don't worry these things take time. Not even the bad service I get at checkers or game paarl comes close to this

Hope somebody can help me

Charles