Appaling brand representation by branches and call centre

This is my second negative review about the same company, about the same issue.

There were multiple incidents, but the one that upset me the most was a call placed to the call centre yesterday. I wanted to assist my father with his contract. He WAS WITH ME at the time. I know CPA and security checks would need to be done, hence having him on the line as well. It took forever to get through to the retentions and cancellations department. Once we got through, it was ages before the agent actually attended to is, saying your system is slow. While we waited for the system, we were muted, the agent paid no attention to us neither kept us informed of what is happening. Several minutes later she unmuted us, after i had to get her attention by saying " hello are you still there". I explained what our call was about, she then started he security check. I privided the cell nr and she said she would need to do the check with the account holder, who is my father and who was on the line as well. My father gave his ID number repeatedly as per the agents request, to which she claimed she could not hear. Then, to our shock and dismay, the agent cut the call. Keep in mind this was the second time we were on hold for a looooong time. We were also given incorrect information regarding cancellations in store when i called an hour or so earlier.

This is the second time my father and I have been treated poorly by your brand, company and its representatives.

I have messaged on Facebook, and was briefly responded to by Tammy. My reply has not been read after several hours.

I want to hear ALL THE CALLS we made to your MTN call centre on 06/06.

I would like to speak to someone with authority over your customer service delivery protocols, not a social media liaison or a service recovery rep. I have had multiple incidents in the last two weeks with absolutely horrible service at branches and call centre. It is absolutely appalling the way your staff handle your brand.