MTN appalling service!!!!!!!

MTN has now surpassed Telkom with ****py service. I cannot believe the lack of service that I have received from multiple agents in the MTN call centre.

my query is as follows: There was an issue with my Debit orders for a few months where the money did not come off my account as scheduled which meant that in April (around the 15th) my phone was locked. I also received an email where it was stated that my account is now cancelled and I need to pay in the full amount of my remaining contract (around R40 000). I was alarmed and I contacted the call centre because I was not aware that my account was in arrears. The agent I spoke with initially said i need to pay in the arrears amount of around R1900 in order for my line to go back to normal. I made that payment on the 15th of April and emailed proof of payment to that initial agent as instructed. She advised that she will refer to the creditors team to allocate the payment to my account. Life went on for the remainder of the month and then midway through May, my line went dead. so I couldn't connect to Mobile data and no outgoing calls. I contacted the 135 number once again and got through to a guy (cant remember most of these these people's names as i spoke to so many) and this genius said that the reason was that my phone needs to be reset. He proceeded to tell me that Iphone is a troublesome phone to which I will experience this issue all the time. i even asked him to check my account to ensure all payments are up to date and he said he is looking at it and everything is fine(he actually had an attitude about it like I am asking a stupid question) I proceeded to reset my phone, and waited the amount of time he said it will take. With this issue not being resolved, I decided to call back on the 135 line and got through to another agent. This agent had a look immediately at my account and advised that it was locked due to non payment. She advised that the payment of R1900 wasn't made and in addition to that, my April debit order was now due which pushed that amount to +- R2700. The amount Debited in April was higher than I budgeted which resulted in a bounced debit order which thereafter resulted in my account being locked. I explained to her that my account was settled in April and proof of payment was sent through however it seems like this wasn't allocated. She proceeded to ask me for my proof of payment again to which i sent through a few times but she claimed to not receive it. We gave it some time and i asked her to pop me an email the next day if she still hasn't received anything. I received no response from her even though i emailed her a few times for an update. I then called once again where i had to explain this whole journey again and the agent then asked me for my proof of payment once again. I sent through to her but this time I waited on the line until she received it. She advised that she received the proof of payment and will have it allocated. She then advised that my debit order which was set for the end of May was listed as +-R3600. I was not happy about this but I understand that billing is quite a rigid process so when I asked the agent about the steps I can take to have my money paid back, she said once the debit order goes off, I need to contact you again where i can request a refund. This brings me to June where i initiated contact once again with 135. I got through to an agent who advised that have no credit due to me and that my usual debit order amount needs to come off at the end of June. This is where I was told that i need to be transferred to a credit controller. The transfer was done and after explaining the entire query again (which is extremely frustrating), verification was completed and guess what, the call cuts. I call in again quite upset and then ask to be transferred to a manager as I am no longer prepared to explain this to a staff member anymore, I am first told that there isn't anyone available and eventually the person supposedly transfers me but I wait 25 mins but no answer. I drop the line and get through a different agent who then advises that her Team Leader has ended his shift for the day and has popped him an email where he will call me back after the public holiday. Wednesday is almost over and I have heard nothing. So far the next part is by far the most pathetic service i have received in all my life. I then proceeded to call 135 today again where I advised the agent upfront that I am not dealing with staff anymore and I need to speak to a manager. The agent then says that she cant transfer to a manager but instead only her direct team leader to which I was comfortable and advised her to transfer me. She then says that she cannot transfer me due to her working from home so I advised that I will wait on the line until I receive a call from her team leader. She apparently emailed, direct messaged and whatsapp messaged her Team leader to advise him on this and it took 25 mins for him to respond to her. when he responds, he said he cannot call me due to him working from home and she needs to give me his email address instead. I did not accept this due to being burned so many other times with MTN so I said that the Team leader needs to find a way to contact me. I am even prepared for him to whatsapp call me. The agent then proceeded to speak over me and advised that she will be dropping the call due to her needing to service other clients. After me saying that she cannot do that due to me being a client and my query not being resolved, she said well she has done everything and her Team leader will contact me. After speaking over me and going back and forth she dropped the call. It is now about an hour since she dropped the call and no contact was made by her Team leader.

I find this service absolutely pathetic and as a client of MTN I do not believe that I was treated fairly.

I need 2 things to come out of this: - my money needs to be allocated correctly and my excess payments need to be paid back to me - the agents (especially the last agent and team leader) that i dealt with needs to be held accountable and I want some sort of written apology from the head of customer service which outlines the steps taken with those involved.

failure to do so will mean I take this through to ICASA.