Pathetic Customer Service and No way to cancel contracts

I have been trying to cancel my WiFi month to month contract with MTN and the process has been nothing short of frustrating and just impossible. I initially took the contract with an agent on call and now no one at MTN can cancel it because they agents on call tell me to go into a store and the store says because I did the initial process “online” I have to call in and so I am basically in an endless loop with no resolve. I have been in this process since August 19th and nothing has been done. I have an IRMS number from August 24th and have followed up with retentions but no luck on a way forward or even starting the cancellation process. I have been doing the run around from department to department when I call and no agent has been able to assist me and each agent has a different story as to what needs to be done.

My last call, I asked to speak to a manager and no manager was available so I got Support who then got a Retentions Consultant by the name of Mashudu Khabana to speak to me. She assured me she was going to escalate my query and gave me a timeline to come back to me by September 2nd but I have not heard from her and she provided an email address to follow up. I’ve done two follows up with no reply.

I am at my wits end and request a Manager at MTN to step in and close this process off for me because I can’t keep going back and forth with this whole process.

Furthermore, my account was migrated without my permission to an MTN home network and apparently I went in store on August 23rd at an address of Republic road to do this which is utter nonsense because I am in the Eastern Cape with no such location and this was a week day so I was working and did not go out of the house. So who is committing ***** on my account???

Lastly, I have received not one statement from MTN since I started this month to month contract. Every month I get an sms stating a statement has been sent but the email address it sends it to is incorrect yet when I call in to rectify the correct email address is listed on your system so again why am I not receiving statements?

Your customer service is honestly pathetic and no one is trained properly to assist with queries.

PLEASE GET IN TOUCH WITH A RESOLUTION OR I WILL ESCALATE FURTHER!

For anyone looking for reviews or feedback on whether to go with MTN, do not for it is a waste of time, money and resources. STAY AWAY from MTN.