Pathetic customer service

Absolutely enraged at the disgusting customer service I have been receiving from MTN cancellations department.

On 28 February I was informed that I was automatically being upgraded to a new plan which I declined. I was told that my current plan is no longer available, to which I rep**** that I wish to cancel my contract with MTN. The operator informed me that the upgrade was going ahead automatically, with or without my consent, and that I had 14 days to cancel thereafter.

On 05 March 2019 I called 808 and requested my contract to be cancelled. I was given a reference number and told to call back in 7 days to confirm it has been cancelled. Yesterday, 11 March 2019, I call back to query the status and am pushed from pillar to post being transferred in circles and given 3 more reference numbers, none of which are a help to me. I am then told that I am out of the 10 day grace period. I am also now asked if I have been informed of the cancellation fee. I get told my case is being escalated and to call back today. Today I call back, once again, to be told by the consultant that "something is happening but I'm not sure what". Very informative MTN. In addition, your consultant offered to give me CCI's call centre number as they apparently were the ones who upgraded me.

This is utterly pathetic service: 1) I was upgraded against my will. 2) First it was a 14 day grace period, then it was 10 days. 3) I am not paying a cancellation fee to cancel a contract that I refused in the first place. 4) Your consultants have been rude and unhelpful. 5) Your turnaround time of 5 - 7 days is a joke. 6) My contract is with MTN, not CCI. I expect this to be resolved by MTN.

I am logging a complaint with the Consumer Goods and Services Ombudsman.