Cancelling request left hanging

On Monday, 11 January 2021, I went to an MTN branch store in Springs Mall to apply for an data plan contract since I am now working from home and needed a plan that was suitable for my needs.

I requested the 120G monthly option (6 month contract) which was on the catalogue, however, while my application was being processed, the consultant who was assisting me with the application told me that the option I have requested for was not yet available on their system. She said the next best plan would be the 50G monthly data plan.

I asked her if it would be possible for me to upgrade to the 120G I had initially requested, and she confirmed that I could. I even asked her if I could contact the MTN call centre for the upgrade, instead of coming back to the store because it does not appear on their system and she agreed and actually recommended that it must be done telephonically through the call centre.

I then accepted the 50G option after she confirmed that I would be able to upgrade to the 120G plan through the MTN call centre number.

About 2 days or so after taking the 50G plan, I called the MTN call centre number and requested to upgrade to the 120G plan. I was then advised by the consultant that an upgrade would not be possible; however, that I would need to cancel the current 50G plan through their cancellation department, and proceed with a new application for the 120G plan.

She further added that if the current plan is cancelled within 7 days, I would not incur any penalties/ fees and that I would not be required to pay anything. You can listen to the recording. I used the same number of the contract to contact the call centre.

I called in again on 18 January 2021, to cancel the plan again and was told that the cancellation/retention department ha already knocked off for the day at 5pm. To my surprise, the consultant also informed me that the cancellation can only be done at the branch/shop and not through the call centre. This information contradicted what I was told at the branch/ store and what I was told by the call centre consultant just days after my application.

Now, I do not know what to accept because I’ve been given contradictory information and concerned that the cancellation is still not done even though it was requested within the 7 days cooling off period.

I would still like to proceed with the cancellation without incurring any additional costs because my request was made within the 7 days cooling off period.

On the evening of 18 January 2021, I then proceeded to send an email to their complaints department (***) and till date, I have not received any response.

I still don't know whether the cancellation was completed or not because no one got back to me regarding my complaint.