Failure to Cancel Account

This has been an absolutely shocking experience to say the least. In 2012 I joined the MTN network by taking out an uncapped data line. The deal was R199 p/m which gave me 3GB unshaped data and thereafter it became shaped. After 2 years they advised me that the contract is up for renewal however, the cost will now increase to R299 p/m. I did not complain about this and paid the extra R100, I mean no other network offered uncapped mobile data in 2014. Everything went swimingly well until this year when my contract was **********ly upgraded in KZN, I reside in Gauteng. I called MTN to inform them of this to which they told me that they no longer offer the mobile uncapped contract I initially signed up for and they are forced to give put me on a 2GB package for R149 p/m. It sounded tempting but I opted not to renew the contract and requested that it be moved to prepaid. This is when everything went south....

It was on the 31st of August 2017 when I instructed the MTN retentions call centre agent to migrate this contract to prepaid. The agent failed to do this even after escalating it to his supervisor. The reason that was given to me was that an error occured on their side. After 2 failed attempts to migrate to prepaid I decided to cancel the contract outright since I do not wish to use the number anymore. Since then I have had 4 additional escalations to supervisors, some of which have promised to call me back which they have not done. Its the 31st of October and MTN has not been successful in cancelling my contract yet they continiue to charge me for a service I have told them I no longer require. They have promised to refund me the monies that I have already paid since the 31st of August which I have not recieved. Everytime I call the retentions/cancellations department all they do is escalate the matter to supervisors who continually fail to assist me in cancelling the contract. This is completely unacceptable to be in this position. Next month I most likely will not have enough money to pay for this contract, something I should not be paying for in the first place. If the debit order bounces it will incur further costs that I will have to pay just because MTN is unable to cancel this contract. I am extremely irritated at the fact that people keep on escalating this but it falls on deaf ears.