******** and Unauthorized debit - ***

On the 26th of Aug, I submitted a cancellation of my contract request (during the call, I explicitly asked the agent, when the last debit will be and he advised of Sept 2024. On the 26th of Sept I received an sms confirming my number was on prepaid. To my surprise, on the 17th of Oct I received an sms stating that I will be debited (amount was even R40 more than what I was paying) which I then called mtn and spoke to Themebelihle / Thembekile who confirmed that the debit is incorrect and submitted a request to terminate the transaction (I even stated to her, if the debit does go off, I will call on Monday the 21at very unhappy, see *** The debit went off and when I called to request a refund, I was told how the debit was correct then I requested that the call when I submitted the cancellation and when I called on the 17th be pulled and listened to... I have spoken to sooooo many agent that some I have even lost track off.. On Thursday 24 Oct, on a call with Paul, I requested to speak to a supervisor and till now, I am YET TO BE CALLED BY A SUPERVISOR... To make matters worse, mtn advised that the cancellation was done by their 3rd party (whom I had no idea even existed, my details are accessed by them without consent) have called reiterating that they did advice of the last debit being in Sept. I have been refused access to management because: 1. I spoke to Kim Basson on Friday who promised a resolution by EOB today (04 Nov) but no resolution was received instead, a request was sent to the 3rd party to call me and try fix a mess that they created by trying to avoid my direct question - IT HAS BEEN PROVEN ON THE CALL WHAT I HAVE BEEN SYAING SO WHAT ARE THE NEXT STEPS, instead Thembekile who called me tried to justify the unauthorized debit that HAS ALREADY happened. I told her off (not proud but I am gatfol for the lack of TCF being portrayed by you yet you expect empathy from me). I called and asked spoke to Thokozile who said her supervisor will call be back immediately but its 6pm now and no call from Xola Velelo. I have sent numerous emails with no acknowledgement

Your process is agents and if not resolved supervisor and if not resolved still manager... It has been over 15yas and complaint is still not resolved, your CEO Ralph doesn't respond to emails either- who should this matter be escalated to or should I reverse the debit and then wait for YOU to hound me???

The 1 star is VEEEEEEEERY generous