Lack of service on account since covid

In March 2020 I went to the Century City MTN Store to arrange a freeze on my account which I was told would be done as I was laid off from Discover Africa with no salary.This Due to the Covid pandemice. It was not done.

Then 1st March 2022 I reached out to your legal department to make a payment arrangement as my account had accumulated to R18000. Bear in mind my account was paid up to date before covid. Fast forward, I have spent months trying to get a payment arrangement or a discount on this account as I feel it was not my fault your consultant never put a hold on my account or explained to me properly what would happen. I have since lost my cell phone number, my phone and my wife's phone has been blocked.

The service I have ( or haven't received) is shocking. I do not get responses to email, when I call the customer care centre they tell me to call legal. which you cannot. No one is taking responsibility and MTN is just passing the buck onto me. I feel I did my part to inform mtn that I was not able to pay my account due to covid and me losing my job.

This account must be written off, and removed from my ITC listing as it is affecting my credit score and I am not able to get car finance, or credit because of this account. I have been with MTN for Years, but the service since Covid has been less than satisfactory.