MTN = Most Terrible Network "service non provider"

My son's cellphone contract expired on 24 May 2020, so we were advised that we can give the call centre a call on the 25th to cancel, as one can only do it by telephone. So called them just after 08:00 on Monday 25 May 2020 to request the cancellation of the contract and migration of the number to prepaid so that we can port the number to another network, was advised it could take up to 3 days to complete and received confirmation sms of the request. Well the 3 days passed and despite numerous attempts from our side by way of: - calling the dedicated number 135; - sending e-mails to customer care and retentions department; - interacting with MTN on social media; - visiting stores for assistance; and - even driving though to head office!

We are now exactly one month down the line, and the number is still on contract! You can't find any manager to speak to and assist with resolving this issue and they keep on telling you that it has been escalated, or blatantly lie to you by telling you it is on prepaid! Now during this struggle to sort this out someone saw the opportunity and pretended to be an MTN Complaints Manager and offered assistance to resolve it for us - payment were requested, but promised refunding most, but in the end we were ****med and have lost a lot of money! This person has since disappeared, but really knew everything about us and exactly what was happening at MTN and with the contract. Subsequently personal information obtained was used to apply for a loan in my name! I have also reported this to MTN ***** department and opened SAPS case, but once again, no response from MTN on this. How difficult can it be to resolve this??? I was within my right to request the cancellation as we have honoured our contract period, but clearly MTN wants to make more money out of me.