MTN- Poor Customer Service( Billing)

Without notifying me, My account was billed with a higher amount because of a billing error on the part of MTN. Upon calling your contact center, i spoke to Joyce who had no idea that her IVR announcements had changed. She advised in a very monotone manner that she cannot transfer me to the correct department and that i need to redial and select option 1 which is actually for lost phones and misplaced PUK numbers. After experiencing dead air on the first 3 attempts I then get through to another young lady who managed to transfer me to the contract accounts department where i get through to Sandile who tried hopelessly and in vain to firstly explain the billing process( which in my opinion is extremely confusing and needs to be simplified for the end user), he then goes on to advise that the billing department made a mess up with not just my bill but other clients as well and that in order to recoup the amount they didn't charge in March, they now double bill this amount. I am all for paying for a service and would never expect more for less however this sort of mess up should be followed by an apology and possibly an explanation to the MTN clients. What if i didn't have the extra cash in my account? I suspect MTN would have immediately blocked my account? From a TCF perspective this is not on and i will openly say that as soon as my other contract is up for renewal( Dec 2018) i will be cancelling and moving over to Vodacom and considering iv been with you guys for close to 20 year, that says a lot as this is not the first time iv had a billing issue with no one being able to explain to me how your billing system works.

I am very disappointed and sad that i will be leaving you to a competitor because of poor service. However i am hoping this could be used as an example of how important customer service and experience should be to an organisation especially when a customer such as myself would put experience and service ahead of price.