MTN - Appalling Service after 6 years...

Called MTN on 27/03/2018 to cancel my contract. Spoke to Kewaruna from retention's who advised that I cannot cancel my contract as it was upgraded to Month-to-month in March (without my consent). I advised that I have not requested this and that I want to cancel my contract and the agent advised that I can only cancel the contract after 30 days and there is nothing he can do. After debating the issue with the agent, and clearly unsatisfied with his answers I requested to speak to a supervisor. I was placed on hold for 30 minutes to speak to a Mr Randell Daniels (who I was advised was the supervisor). To my surprise, Kewaruna came back to the call advising that the supervisor stated that he will tell me the same thing that he has and the supervisor advised that I should be transferred to Direct sales since the "upgrade" to a month-to-month contract was done by them. I understood the reasoning behind this and I agreed to be transferred to Direct Sales but I requested to speak to the supervisor personally before I would be transferred. Kewaruna arrogantly refused, stating that "what difference will that make.?", "how will speaking to my supervisor help you?". Eventually after numerous requests, Kewaruna placed me on hold for a further 10 minutes as I waited for the supervisor. Only for Kewaruna to return to the call and tell me the supervisor does not want to come to the call and does not want to speak to me. To have my right to speak to a supervisor utterly nullified clearly means FAIS and customer experience is an insignificant factor to MTN's service.

*My query was resolved a day and 9 agents later, all thanks to Johan in Direct Sales going an extra mile and Banele in Retention's officially cancelling my contract with MTN after 6 years of being a loyal client.