MTN WhatsApp Chat - disaster

Hi MTN

I sent an email on 29 November 2024, requesting a cancellation of my contract and transfering of my number to pre-paid. A straight forward request.

I get an email response asking for my : ID Number Address Phone number Bank account number/bank account type.

Below that is a message saying I would get help faster using WhatsApp chat so I give it a go

I eventually realise it is a chat bot , that doesn't understand cancellation of contract , please fix this.

It keeps asking me if I want to cancel any subscriptions (which I do not have) , I confirm this on my app and send through the message to the What's App chat which obviously doesn't understand or register cancellation of contract.

I have this hope that a human will come on to the chat and take over, never happened.

The chat further prompts programmed suggestions not relevant to cancellation.

I have gone back to email and provided my details requested.