BAD SERVICE FROM MTN

I added the contract phone for my wife on 26 October 2019. Since she got this phone she unable to use the minutes on her phone as it is a contract phone, however, when she load airtime to make a call, it's work. When the airtime is finished, there is error message that says "I have insufficient airtime to make a call. it is surprising message because she should be using the minutes allocated as it is a contract phone. All other services such as SMS and data are perfectly working

I took this contract at MTN Northgate Mall. the franchised MTN store inside mall. They tried all their best to help me with this problem but it looks like they can't solve my problem. Here are the store Ref numbers *** ,*** ,*** and email Ref *** . These are the ref numbers from MTN store given by MTN customer service.

Ref numbers as she was calling MTN to help her are *** ,*** ,SMG-*** and SMG-*** . It's been 5 weeks with no help and MTN will deduct the money (premium) while those minutes issue is not solved and has not been used. Two supervisors from MTN Customer service, Thapelo and Tumelo tried to intervene, but nothing productive. They keep on telling her that they sent emails or escalated matter but they had not received response. Recently she got SMS telling her that the matter is resolved, however the problem of inability to use the minutes persists. She so angry,****ed and frustrated because she can't get help. IF I CANCEL THE CONTRACT THERE WILL BE A PENALTY BUT IT IS MTN FAULT.

I can't take this anymore. I want to cancel this contract without any conditions, it is MTN faults that I find myself in this position for failing to solve a single problem for over 5 weeks.. one problem over 5 weeks!!!