Arrogance & Service

Request for cancellation was done previously and amount given paid, in the month to come this amount was used against my outstanding balance for monthly payment payment instead of cancelling the agreement, upon querying (after i confirmed the amount) I was informed that I paid incorrectly and had to redo it all. Today the most arrogant person called me, advising me that my data contract will be cancelled and all accumulated data will be lost (which has been paid for in previous months). My request was simple, please send me details of where this is outlined, her responds was simply then we wont cancel the agreement if you still want to use the data. I had to repeat this request numerous times but according to her - that is the way it will be. I have asked for the matter to be escalated if she cannot answer the questions and she advised that she will not be escalating the matter. This type of service is unacceptable and no supporting documentation (which I don`t have a problem with if at least someone could provide or inform one accordingly at the time.) All this aggravation due to MTN not wanting me to upgrade a data contract and even pay more to have more data. They will rather collect a cancellation fee than enter into a new agreement for a longer period at a higher rate.