Wrong upgrade

After being upgraded with the wrong package that I can’t afford Mr Rhulani Makhosini from retentions phoned me and acknowledged that a mistake was done and the agent who did the mistake was going to phone me and fix it. Refilwe the agent then called me a day later and said that she will speak to her supervisor who will arrange for a credit and also get someone to fix the wrong upgrade. It’s been a week and I have emailed Rhulani three times already and he never cares to respond. I also reported the issue to consumer council and MTN **** and gave a vague redo to the commission and said my problem was fixed and was credited 96rand which was never explained. Yet am still sitting with a wrong package and being billed what I can’t afford