MTN Service beyond pathetic

I left MTN for good, not because of their network, but because of their service, which is beyond pathetic. On March 18, I bought R500.00 in airtime twice in the MTN app, but received it only once. In the first week, I spoke to about 6 service agents and was even sent to the MTN store, where I was greeted with "We cannot help, call MTN service line!" Nobody was able to help. I was told to log a ticket with Back Office Support, which, after sending them my bank statement showing the two MTN transactions on March 18 over R500.00, and receiving the email confirmation of receipt, went silent. After two weeks, I reported the case to ICASA. Since then, MTN has not been able to validate the transactions. How difficult can it be to check your account and verify that you have received R500.00 twice from my bank account, but you delivered airtime only once, which was confirmed by MTN? In the communication process through ICASA, this lady at MTN has already tried twice or three times to request the MTNPC numbers for the transactions, which I don’t have. Here's the thing: the MTNPC number is a unique transaction identifier that's displayed briefly, as in my case, when purchasing airtime via the MTN app. After the purchase confirmation in the app, I don’t have any way to look up this number. I don’t get an email or SMS, and it is not even listed in my MTN statements. MTN didn’t lose only me as a customer over R500.00. Maybe MTN should consider better training for its service agents or improve system observability to more easily detect transactions that go wrong. Personally, the time I have invested in this case to date easily exceeds 10 times the amount in question. I can’t recommend MTN as a cellular service provider.