Absolutely Shocking Service as usual

A simple request and rude staff!!!!! It is absolute a shame the level of service MTN provides. I have been a loyal customer for 20 years but not any more. My contract ends on the 16th of September 2025 and I thought that a simple email request to move my number to prepaid effective from the 17th of September 2025 would be straight forward enough.

Since this request on the 1st of August 2025 (just to make sure I provide enough notice) I have received numerous emails from different agents either requesting information that I already shared with all skewed information. I had enough of all the confusion over email because it is clear no one reads the full context of the email before responding. I called 135 just to advise that I never requested a cancellation, I need my number and I use it for business. The lady that I spoke to yesterday was helpful and advised me to call on the 16th August to provide the months notice required to move the number to prepaid. I left it there. Today (and the reason why I am posting this complaint on Hellopeter) MTN tried to call and I declined the calls because I was in a meeting, only to receive a sms stating that the early termination has been processed and an amount that I need to pay. I decided I need to call immediately because I cannot afford for my number to be disconnected. Only for a rude agent to answer the phone, she was having a fat conversation with her colleague and I got her attention by saying hello a few times. Clearly I interrupted her person time even though she is been paid by MTN for her time and I advised her that I have requested for my number to be moved to prepaid and not cancelled. I just wanted to make sure that my number is not been cancelled. She mumbled something in a language that I do not understand and cut the call. Absolutely rude and for a Service provider to not care about the calibre of staff that they hire to handle their customers is even more reason why I choose to move away from your network. MTN clearly does not care about how they treat Customers. At least we have a choice where we spend money.