Poor service

I will not recommend MTN to anyone. After 2-3 years of a being a loyal customer, It's sad to say that I have received the worst customer service. Last year Oct-Nov, I've contacted the retentions team for a settlement amount as per the store in Gateway. The lady advised me on the amount to be paid. I then requested an email or sms of the amount as proof, she advised she doesn't have access to it & unable to do so. I've went into the store the next day at the Gateway branch and advised them that my settlement was R12k + which was told to me by the agent. The store assisted me in settling my contracts and advised me that my debit order of R610 will not go off from November. SURPRISINGLY the debit order went off which I then taken up with MTN. An agent by the name of Karabo has been communicating with me via email & advised they had logged a ticket for my refund. We are now in Febraury, I haven't received a refund nor have I received any feedback from them yet I've been following up continously. Pathetic service. Never again.