Bad customer service

I made a payment of R3513on the 28th of October 2024 to settle my MTN account. My account was in arrears because my app stopped working and I couldn’t pay for it. I managed to go instore 3-4 months later to settle the amount owing to MTN. So now to my suprise when I call them today I’m told that my account is handed over to legal, understandable because I was in arrears. So I spoke to the consultant at collections and explained that I Made the payment on the 28th of October and she told me that I was suppose to call the day I made the payment. The consultant who assisted me when making the payment did not say anything about my account being handed over to legal, he just told me that I qualify for an upgrade and also my sim will be reactivated again. The lady I spoke to just said she will send a request to legal to activate my account, what bothers me is how she addressed the matter, she just said that I should have called and let them know, my question is doesn’t you system let you know once a payment is made? And how exactly is this my fault because I did not know. Train your staff on proper customer service, I work at Customer service and this is not how you address matters, you can’t just say I’ll log a request and see what the system pulls and whatever it pulls it’s not our fault coz you didn’t call. That is poor service, I had to explain to her that I was not informed on my side and shouldn’t your legal or collections department be alerted automatically when payments are made? Please reactivate my SIM card and I will proceed to get an upgrade else where because this is just poor customer service whether or not I was owing your tone and how you speak to customers is important. My reference number is ***. Please assist with activation and also confirm what the R505 outstanding balance showing on my app is for ? Previous consultant said it’s an error as I have paid up my account. Please fix this ASAP!!!! And send consultants back to customer service training. Thank you. Zanele Mahori ***////// MTN number in question ***.