Absolutely shoddy service (or lack thereof!)

Having been a customer of MTN for over 20 years (with 5 individual cell numbers), when our last contract came to an end, we continued to pay on a month to month basis until we were contacted (some 6 months later) by a representative of their VIP Customer Care department who advised that it would be more cost effective for us to renew our contract. Following discussion and communication with him, we e-mailed through our requirements and completed the necessary documentation at the beginning of October 2023. We had decided to cancel one of the numbers and continue with the rest on various packages. When our next account came through, we were still being charged for the cancelled line, and so we queried this with the same person with whom we had been dealing. He referred this to someone in Customer Care who requested all the original documentation for investigation which we duly sent through. Now, over 3 months later, we are still awaiting any conclusive response - other than:

14/11 - have received documents - am busy with investigation 9/12 - follow up from me to which no response was received 13/12 - further follow up from me 13/12 - response to say have escalated to cancellations dept supervisor and will provide feedback asap 7/1 - further follow up from me 8/1 - response to say line was cancelled on 14/12 - have contacted the team for assistance on charges incurred 13/1 - further follow up from me 15/1 - response to say we are still in an intensive investigation- awaiting response from our cancellations department 16/1 - further follow up from me 17/1 - response to say we are still awaiting resolution of your account 5/2 - further follow up from me 6/2 - response to say we are working with management and I am going to follow up with management tomorrow 9/2 - further follow up from me - no response to date

All communication from our side has been sent to our original contact in the VIP Customer Care department, the person to whom we were referred and the person to whom all the original documentation was submitted.

If this is how a company treats its VIP Customers, then heaven only knows how dreadful the service to non-VIP Customers must be!