MTN Service is the worst I have experienced

My three‑year contract with MTN ended in March. As part of their so‑called “retentions strategy,” I was offered an attractive contract renewal, which I accepted in good faith. All internal approvals were supposedly completed, with the final step being acceptance of a DebiCheck mandate. That mandate never arrived. There is no pending request on my banking app, and there never has been. That was three weeks ago. Since then, I have endured one of the most frustrating and appalling customer service experiences I have ever encountered. I have spoken to three retention consultants (Siyanda, Bevan, and Antonio) and an endless stream of customer service agents. Every single interaction required me to repeat a four‑point security check and explain the entire situation from the beginning, as if no notes, history, or accountability exist within MTN at all. Siyanda opened a ticket and promised to get back to me. He never did. Bevan instructed me to visit my bank to resolve a so‑called “duplicate mandate error,” left me his email address, and also never contacted me again. I physically went to my bank, only to be told—correctly—that DebiCheck mandates are not managed by banks. They are issued and controlled by the service provider. The existing mandate must therefore be suspended by MTN before a new one can be issued. This is basic knowledge that MTN’s own staff apparently do not possess. I was then sent to an MTN store, where Chantall at MTN Waterstone at least attempted to help by opening a back‑office ticket, with a stated turnaround time of 2–24 hours. It has now been over 30 hours, and once again—silence. This should be a simple, routine process. Instead, I have spent weeks being sent in circles, chasing callbacks that never happen, correcting MTN’s own misinformation, and physically running errands—all in an attempt to remain a paying MTN customer. The inescapable conclusion is this: MTN does not care. There is no ownership, no accountability, no follow‑through, and no respect for the customer’s time. Frankly, the experience has been exhausting, insulting, and completely unacceptable.