Frustration and no resolution with MTN.

I've been making monthly EFT payments against my cell-phone contract with MTN using the SAME REFERENCE NUMBER for nearly two years which MTN have been capturing (my account is fully up to date if not in credit as I pay more than is required monthly). Two weeks ago I received the first text message saying that my account was in arrears and I needed to make payment otherwise they would terminate my services. I raised a query through their online portal (as their website does not work) and was assured that they had resolved the issue and my services would not be terminated.

Last week I received another text message threatening to report me to a credit bureau if they did not receive payment. I went into their Cresta branch last week Friday 13/08 (along with 8 months worth of proof of payments) to speak to a consultant in order to see if they could assist with rectifying the situation. Their consultant was not only entirely unhelpful and rude but also told me that they cannot rectify account queries and it appeared that the reference number for my account had changed (not sure when I was supposed to know about this???!!!!!) and the best he could do was log an online query (which I had already done to no avail).

He further told me that it would take anything between 2 to 24 hours for someone to look at my query, but that I could call the branch on Saturday morning and he will provide me with an update.

I called on Saturday morning as instructed (he had no update), I was instructed to call back at 15:00 (because I exist purely to make phone calls to MTN as and when demanded).

I have tried to call again this morning 17/08 as my services have been TERMINATED despite several queries and reference numbers being logged and there was NO ANSWER on the branch landline. I am now at my wits end as to what to do to re-instate my services and fail to see how I should be running around after MTN despite this being a mess on their side!