MTN customer care is nonexistent

I have completed an early cancellation on a data contact I had with MTN in August 2020. I have and am still encountering problems in terminating an unfair and incorrect debit order. Here’s a summary of the poor cancellation process and stumbling blocks MTN faces at present:

1. The first consultant was negligent in processing my cancellation and didn’t complete the cancellation process entirely and I kept on being debited and I’m not refunded to date 2. Second consultant completed the process and ported the number to prepaid and confirmed thereof. Only for the third consultant I contacted in the call centre to confirm that she cannot access my number as it’s in the contracts department 3. Now in December and January 2021 I’m being debited for an amount that is more than the original monthly contract installment and no one can tell me for what and how to resolve. I have contacted their call centre several times. Consultants pass the calls back and forth to each other claiming they are working remotely and don’t have adequate access to the systems to assist further. I even walked into an MTN store, emailed their customer care, complaints and retentions departments but there’s no progress on resolution. All I get is a reference number and no updates and resolution.

It’s a sad state of affairs in the Customer Facing departments, with limited tools and access to systems as stated by consultants and poor turnaround times. Looks like internal processes in MTN don’t work and it’s seemingly impossible to have a contract cancelled and not be falsely billed thereof.

MTN is however great in serving notices for their incorrect billing debit orders. I would think customers who share similar experiences to mine would much appreciate if the same dedication and punctually is displayed in terminating cancellations amicably by the work force.