I upgraded my cell phone account on the 3rd August 2012; I paid R105.00 in-store for my upgrade fee (I have the receipt as proof). On the 29th August I received my new cell phone account only to see that I was being charged for this upgrade fee again. I immediately followed this up with an email to MTN to ask them to reverse the duplicate charge and provided proof of my payment. I was told that the matter would be escalated to their accounts department and would take -48 hours to resolve (Ref. no.: 91377362). After 2 days nothing had happened. In the meantime the amount was debited off my account. I then phoned MTN and was told that the matter had been escalated to their accounts department. I challenged this, but was again told that it was waiting to be dealt with at Accounts. Long story short, I phoned weekly and then monthly for the next few months with absolutely no result - I subsequently stopped trying. To date this amount has still not been credited to my account. I know that it's not a lot of money, but it's more about the principle. Up until this experience my dealings with MTN had always been good, but after this I'm really disappointed with their service.