EASY to get a contract. NIGHTEMARE to cancel the contract

I've cancelled my contract last year November and settled the outstanding balance. Last month(February), I got debited(R1 271.44) for a contract that was cancelled last year. I've spoken to Wiedaad who advised that this was not suppose to happen and she logged a ticket for a credit. I contacted customer service, they advised the ticket was closed(***) as there was too little information from Wiedaad. I then called Retentions which I'm left holding for 15mins every time, so I emailed instead. Received a call and had to explain the entire issue again. A ticket was logged(***) and again, no update. Only got an email after a couple of days from Phimzile advising that they're waiting for approval.

I followed up after 3 days as requested by Phumzile only to be told that it's still waiting approval.

I haven't heard back from the retentions department since the 26th February. No one responds to email nor answer calls when phoning the retentions dept.

It's 2 months now. Still no resolution. I follow up almost on a daily basis on Facebook with MTN and all i get is that they still waiting for an update.

No one has contacted me or emailed me other than customer service who advised that its still with the billing department.

I was in customer service for 11 years. This is the worse service you can give a customer. 2 Months for a simple refund query.

Can someone please give me a call urgently with POSITIVE news?

My number is ***