I Want my Refund!!!!

These people are all ridiculous, I was offered a sim upgrade from one of their consultants (MTN) and during the conversation I had enquired if I will be charged for an early upgrade fee because I knew I was not due for an upgrade until end of April, the consultant said No I will not be charged because he was the on approaching me and this was not an instore upgrade, when my invoice comes through Month end I was charged for the early upgrade.i then lodged a complaint and asked for the recording of the conversation with the consultant, waited days without any feedback, kept calling still got no proper feedback until the 15 of March where I spoke to karesan Naidoo who then checked on the system and said my claim was valid and I was entitled to a refund, I sent through my banking details via email and bank statement, he did not even reply to say he will process my claim.I called in again today spoke to karesan again, after making hold on the line for God knows how long he comes back to tell me that I cannot get a refund because it was a sim upgrade, and I asked on what grounds because an upgrade is an upgrade and I was told I will not pay an early upgrade fee, he again made me hold for another 10 minutes until I ran out of airtime, He did not bother to call me back or send an email providing me with any information or the status of my claim.