bad bad service

Good Day I think I should start off where my problems began which was in July when I cancelled my first contract,I called in and was assisted by a service agent who confirmed that indeed there were funds in my account to proceed with the cancellation and was provided with a refference number for the cancellation which is ***.

I then called retentions to cancel my second number I was assisted by Kwanele or Tidimalang I might be mixing them up but its certainly one of the two,the same procedure was followed whoever assisted me assured me that I still have funds to cater for the second cancellation and it was done and I was given a new reference number which is ***. I purposely did the cancalletion 5+ days apart to so that it would not create any confusions

it came as a shock to me when at the end of August I received an invoice with a amount of R10k I called in to enquire and I was told they would lodge a case with your Billing Department,I suppose that was done cause when I called after I was told that the amount is now R3500 instead of R10k,again I protested this amount and thats when my nightmares began.

After numerous calls I finally found a lady who was willing to listen and checked what happened I think her name is Dimakatso,she said when I did the cancellation the second time there was an amount outstsanding,I told her that when I called 7 days from the first cancellation the Agent assured me that everything was ok the cancellation can proceed she escalated the matter and tagged the parties concerned to give me feedback,but that seemed like drawing water from a rock after many attempts to speak to Kwanele to clarify things and after many days of false promises for a call back on wednesday I was finally able to speak to Kwanele Mncube.

He then came with a story that I was aware that there was an amount of R3500 outstanding when I did the cancellation the second time I must state in a very condescending tone,we got in a heated verbal match until I asked him if it was allowed to cancel a contract that had a amount owing he said he would request the recordings of that day.I then asked to speak to his supervisor/team leader,and he said he will send her an e-mail to request her to call me back and also tag me in the e-mails as I would like to establish if my concerns are adressed accordingly,He said MTN doesnt allow that I must just take his word that the escalation is sent and he gave me to refference numbers for the call which are :*** and ***.

I called again on wednesday 29-09-2021 and was assisted by Mpho ref:1-*** who said according to the notes written by Kwanele I was informed of the outstanding amount upon cancelling my second contract,that is a lie had I been aware I would have made arrangements upon cancelling the contract, not this blame shifting and people not wanting to own up for not properly doing their job and then saying I knew and instead this thing is dragging and my concerns aren't being attended to because people are covering up and reporting lies,This is my last attempt for assistance. my number is ***