Cancellation nightmare #***

Good day.

PLEASE can someone explain to me how I can cancel my MTN contract. It has been a month now and I am still battling to get it done. In December the upgrade team phoned me regarding my contract I spoke to two ladies and requested the contract to be cancelled by the second lady. Instead of this being done they decided to upgrade my contract to a higher price one and increased my premium by R200+.

A premium went off my account of R540 (which i reversed) in January and on the 4th of January I logged a call via the website. See ***. I was advised by Takalani Tshivhase to please contact MTN on 135 and to choose option 4. I have phoned the number as advised. It is a maze - there is no number 4 - keeps repeating a unisa clip - not giving a option to speak to an operator

Matilda Dlamini rep**** back and advised that she escalated the matter and that I can also email ***. This is now 12 DAYS into the month where i haven't been assisted from the 4th of January. I mailed *** They came back with security questions that i answered. On the 15th i requested feedback and again on the 18th. I received a phone call from a lady on the 20th to advice that they cannot cancel the contract as there is a premium outstanding (WHICH NEVER SHOULD HAVE BEEN REQUESTED!!) and that she will request a reverse of the premium to cancel. On the 21st I received a mail from retentions requesting me to now pay R1091.50?? before they will cancel my contract. I queried the amount and explained that this is not what was agreed. They emailed me back again and advised that I then have to pay the R540.

Just to get rid of the contract I agreed although this still is not right and requested the banking details and reference number we are now already on day 21 - 17 days after i raised a query about my contract not being cancelled.

22nd Selaelo Raphadu asked me to leave my number and i will get a free call back. I advised him that my number was previously given. It should be on the contract as everyone can phone me from MTN but still gave him my number.

It is now the 26th of Jan since the contract is still not cancelled. The new premium will probably be requested soon and it will go of my account. I have given MTN ample time to cancel this contract. (My husband cancelled another service provider and it was done in 3days - 3 DAYS imagine that)

Please advice what I should be doing? I have had this contract for more than 10years and have never defaulted.

Does customer service just not mean anything anymore???

Thank you Mari

Update 29th of Jan so things just got worse and someone is trying to **** me. A Natasha woman pretending to be a MTN manager.

Update 02nd of Feb so MTN just stole the next premium of R545.75 from my account.