No Feedback and In store Assistance Poor

My Wife - Monique, has been trying to migrate her contract over to a prepaid contract for more than a month now. When eventually getting hold of MTN customer care call centre, they are adamant that we need to go in store to cancel/migrate the contact over.

When going in store at Mall@reds MTN, they say, that their customer care department is wrong, and that they can't cancel the contract and that we need to call them. So somewhere there seems to be a training gap or miscommunication, or a simple, passing the buck as to avoid a cancellation here??

Today again, when trying to call the Call Centre as advised again my MTN Mall@reds, we are unable to get through, and when eventually getting through, they hang up the call on my wife?? And since thereafter at 9 am, we are not able to get through again.

All we want to do is not renew the contract and change over to prepaid. However, it would seem that MTN has no after service or send your customers from pillar to post.

Absolutely shocking service indeed. We were also advised by MTN Mall@reds, we have only today, to get this done. Please, make contact already.