Mtn Clearwater agents don't know processes

This rating is specifically for their branch at Clearwater Mall in Roodepoort. It's the branch opposite typo.

My sister and i have been looking to move off our dad's Business contracts and get content on our own names.

So we went in probably a month before our contracts were expiring. We asked the agent what do you we need to do to get new contracts. They mentioned that we need to call the centre to cancel. But we need to do it just before the contract expires. Like a few days before it expires. Just keep in mind, we did mention that it's a business account, because when we went again 2 days before the contract expires, the same agent recognized us due to our query. She said that they can't help us with canceling. That we had to call the MTN Business desk.

Since it was late. The next day, I got my dad to contact the call centre. The lady behind the call says that we needed to give 30 days notice before canceling and that there was an email address that my dad needed to email and that the agent at the branch could have helped us with.

Why are these agents so lazy and why don't they know what their processes are?

We have been with mtn for over 15 years, but my sister and i are definitely not coming back. We will find another service provider that actually knows what they are doing.

Now, we have to wait even longer to sort out our new contracts which we won't be doing with MTN