Human error, ineffective policies and ridiculous rules!!!

I have had my contract with MTN for nearly 10 years and in the last year the service I have received is beyond ridiculous! The point of having a debit order is so that I do not need to worry about paying my bills!! the 1st of the month is my debit order yet for the last three months this has not been done! now I have received rude phone calls and sms telling me I owe R33 000!!!! when in actuality the amount is R6000. My mom went in last month to sort out the account but yet MTN policy is that you cant retrieve the account once it has gone to legal!!! so she could not pay the account! the branch actually told her I don't exist! this is a major flaw in the policy! once I spoke to a very rude woman on the phone and said to her I will go into the branch and pay some of the money. when I asked why my debit order is not working she said it was someone else who did not do their job!!! So she sends me a reference number and today I go into the Clearwater branch (near McDonalds) to pay the account, once I get there the lady assisting me said she cannot take my payment because its a public holiday!!!!! It did not matter that I showed her the sms from the legal department saying my deposit is due TODAY! As far as I know (unless the government has changed something) but a public holiday only affects a weekend if it falls on a Sunday NOT a Saturday! when I questioned this she told me MTN does not work on a Saturday if it is a "public holiday"! Now how are we meant to fix these issues when there are ineffective policies!? Please note that I did nit receive any sms or warnings or emails to tell me about the 1st missed payment! so MTN just keeps quiet and waits for an account to reach R8000 before they say anything and uses scare tactics to get attention!

MTN, you made the mistake of not keeping to my debt order and if there was a problem you should have contacted me with ALL methods - sms and email, so I could have sorted this out! I am happy to pay the money I owe but on MY terms! R 1000 a month to complete the R6000 owed and my debit order back on track for R2000 on the 1st of the month starting 1 July.

regards Nicola