MTN contract cancellation horror

I have been trying to cancel my router contract since 9 December 2021.

I called into the call center as soon as you follow the prompt for "cancellations" the line was disconnected. After several attempts ending in the line just disconnected I tried the upgrade option where a consultant advised they will put me through to the appropriate department and upon transfer the line disconnected. I tried via a service champion I was advised they dont deal with cancellations but he will transfer me and once again upon transfer call is ended.

I seeked alternative ways and found the Facebook route and the email. I sent a message on Facebook and simultaneously sent an email to retentions. To expedite things on the 11th of December I went to my nearest MTN store and I was advised they cant assist with cancellations only upgrades that I should just call back again as there is nothing they can do.I was given the run around for two weeks on Facebook and the email response came three weeks later after a call that was about 3 seconds long. I rep**** to the email answering the security questions and asking that they call me back after 16h30 (work hours) and I received no response.

Out of frustration and an attempt to have the matter escalated I asked for the CEOs email on Facebook but my message was ignored and I have gotten no communication since.

I am appalled by the lack of service from MTN. Upgrading is made easy but the cancellation process is a night mare it seems as though the process is engineered in such a way that it is near impossible to cancel a contract.

Prior to all this my experience with MTN has been great and for the longest time have been my Network of choice but this experience has left me shocked, disappointed and frustrated.

MTN cancel my router contract please and thank you!