MTN collections department - negative impact on credit record.

I am currently defeated by MTN as I do not know where to go to further report this mess. I have been fighting with MTN since I realised this issue in October 2024 after trying to apply for a rental apartment and my credit check failed. I immediately sorted out what I needed to do, I visited their stores and they gave me an account to deposit money and I did, which was R1 328.98. When I was requesting for a paid up letter, they told me that I was not supposed to make the payment to the MTN account but to MBD collectors and then the fee changed to R1 879.16. Bear in mind I was instructed by an MTN personnel to make payment to the MTN account. It has been a cat and mouse situation since that last payment on 23/10/2024 to MBD. I contacted MBD several times with no clarity and their last personnel told me that I was never their client, therefore, MTN will be the one to provide me with the paid up letter, while on the other hand, MTN tells me to request it from MBD. Therefore, I still do not have a paid up letter.

Currently, MTN owes me the fee of R1 328.98 and I have not gotten answers or been refunded since. They hang up my calls after sending me from pillar to post. I feel so overwhelmed by this as I do not know what else to do. Also, with all this, I never knew I owed MTN, I have a pocket wifi with them for 12 months. I never renewed it, however they told me I should have gone to the store to terminate it, yet after that they never loaded the internet. Even so, they never made an effort to contact me or email me about the non-payments all through that year but they have been nagging me to upgrade. I could've paid that money a long time or even visited the store to cancel it should I have known early about it.

I am currently trying to get a mortgage and the issue with MTN is affecting my credit record. I need to be urgently dealt with, this is my life on the line and future.

I would appreciate it if you could guide me as to where or what I can do to further fix this. Thank you