MTN’s customer service is atrociously appalling.

MTN’s customer service is atrociously appalling. I wanted to cancel my contract and had to pay a settlement amount. It took me several calls to obtain the settlement amount which I had to pay in order to cancel my contact, I had called for MTN for 5 days in a row and obtained 5 different settlement amounts every day when calling. When I asked how I the amount was calculated none of the agents could answer and said the system just tells, you which I found very strange as I would think training is provided on how the system works. Upon receiving an amount which somewhat made sense I proceed to paying that amount, only to discover that I was provided the incorrect amount as a results I paid over R 4 000 extra. I then called MTN to obtain a refund and I was sent from pillar to post. A call centre agent assisted and logged my query and advised that I will be refunded in 24 hours, three days later I called again and told them I had not been refund, the agent told me to go to my bank as the money is in a settlement account and the bank will release the funds. I disputed that advice as it did not make sense as to why would the bank hold money back that was paid to me? I asked her to explain this process and she started mumbling and did make sense. I asked her to please confirm my banking detail as her advice dose not makes sense, this is when she hung up the call. I called again and got through to another agent, who asked me to send proof of payment which was already sent as the contract had been cancelled, this proof of payment was to validate that I paid my contract she said, although the system clearly stated that my contract has been settled and am now owed by MTN. yet again this didn’t make sense to me and I asked her to explain, this is when the agent started mumbling yet again as she could not explain their statement then she hung up the phone On same day I called again and got through another agent who asked me for a bank letter as that is where my refund will be paid, I rep**** by saying why should I send a bank letter through while I have another contract which is debited every month, which means you clearly have my banking details. The agent advised that they still need the details, although it didn’t make sense I still sent it through. Still to this day my refund has not been actioned. MTN agents do not know their own process nor do they know how to navigate their system, which is shocking! I urge anymore reading this not take up MTN contacts for anything if they want peace of mind