MTN NO-Customer service

Good day

I had a black Friday deal with MTN which came to an end in December 2020.

I had the dates wrong and only started to try to cancel the contract on 30 December 2020. I spoke to a champion as they are called by MTN. He told me that the offices were not working and that I should call in the new year.

I sent an email to the Customer services on 31 December 2020 *** EMAIL can be provided. I got a reply from Charelle Brokmann the same day.

On the 2nd January I phoned again and after holding the line for more than 40min with no answer I ended the call.

On the 4 January 2021 I again sent an email to the Customerservice email and got a read receipt. On the same day I sent an email to the retentions department #***. and got an automated reply.

On 5 January 2021 Gladys Ramarumo sent me and email. I rep**** to Gladys and told my story again. I got a read receipt.

On the 5 January I got an email from Numbolelu Qamata with an "sorry for the delayed response".

6 January 2021 Grace Monametsi rep**** to me and again I stated my request.

8 January I again sent an email to the retentions department. with ***. I got an automated reply.

I spoke to Maude on her private number while she was on maternity leave and she promised to help.

8 January 2021 Grace Monametsi informed me that my number had been cancelled.

17 January I got an sms telling me that there was no fee payable on my acount.

3 February 2021. I spoke to Minenhle Khumalu and got a reference number from her #***. after and addisional R1619 was deducted from my bank account. She told me she would escalate my query but according the her I am owed the R1619.00 She also sent me an email with the reference numbers REQ***.

On 22 February 2021 I spoke to Innocent Molefe who also escalated my query again. Hy assusred me that it seems that I am owed the R1619.00. Ref SR#***.

On the 2 March I spoke to a "champion" Asanda again Ref #***. After insisting on speaking to a supervisor and the "champion stalling as much as possible I insisted on speaking to a supervisor. I then spoke to Lelisha Ranthol. After about 40 min I was promised a call from another supervisor.

After about an hour Nadia Ali phoned and promised to see what was happening on my account and promised to call on 3 March

3 March I phoned and was told Nadia was not available

4 March I phone d135 again and spoke to a champion. I was told @8h06 that Nadia was on tea break. I could hear Nadia in the background telling the champion that she would phone me back but would not speak to me. I have the recording of the call.

an Hour later Nadia phoned and axplained why I was not getting my refund.

All in All it took 3 months for me to get an answer that was remotely acceptable.

Is this the service I am getting from MTN after being a client since 2005. The worst part of it is that it is the same as 2 years ago when I upgraded a previous contract.

I would like a formal answer by MTN as to why the service is this bad from a large company as MTN