Unauthorised contract upgrade

6/1/2016: realised that an anauthorised upgrade from MyGig top up to a Smart S occurred around 3/2015 for number ***. Suddenly being charged an average of R6000 (out of bundle rates) monthly for something that previously cost us less than R500.<br> 7/1/2016: phoned customer care and the lady agreed that our account needed to be credited so she app**** for that. No reference number was SMS'ed after the call as promised. <br> 14/1/2016: phoned again to follow up and they cut me off.<br> 19/1/2016: still no word! Phoned back and eventually got through to very helpful guy who onfirmed that a credit application in the amount of approximately R2000 reflected on our account. I disputed the amount and he agreed that the amount was too small so he re-calculated it. I wasn't given the total of the new amount but it was more fair. He said our account would be credited withing 7 working days. REF CALL: S3GKR211BT7Y<br> 4/2/2106:Phoned customer care. Agent could not see anything on the account and he handed it over to the technical dept even when I told him it is not a technical problem! <br> 9/2/2016: Please help! Every time I phone I must explain the whole story to someone new! It is excruciating!!!