Poor service received

I’ve had the worst experience for the past 28 days with MTN South Africa. I had an account which was handed over to a debt company of which I have been making payments for the past 3 months. I’ve made a lump sum payment on the 28th of June 2025 (at a brunch in Woodmead, Sandton), I was then advised to call MTN and ask to be transferred to the legal department. I’ve called MTN from the 30th of June all the way to the 4th of July, where I was sent from the call centre, to the accounts department, to the debt company (Nu Debts, which also was no help) and back to the call centre. I then decided to go to the brunch and inform them that I didn’t get any help and wanted to see if they would find a way to assist me. I spoke to a consultant in Woodmead, Phakamisa, who informed me that he would escalate the matter and will give me a call within a week. After not hearing from the brunch I decided to call them on the 7th of July, where the consultant informed me that she wouldn’t be able to assist me as the person that sent the escalation would be the only person who can help, I then understood and left my number and asked for them to give me a call the following day when he is back in work. A week went by and I then called the brunch once again to ask what is happening to my situation, where I yet again didn’t receive any assistance. Another 7days went by (15th of July) and I decided to call the brunch yet again and spoke to Vuyo, one of the consultants, who promised he would speak to Phakamisa and request that he calls me first thing in the morning. I thought he understood my situation, unfortunately, I thought wrong. 5 days went by(19 July) and I then decided to go to the brunch to ask for assist, where I once again was informed that the consultant that sent the escalation wasn’t present and they “promise” that he will call me first thing in the morning, on the 20th of July. I am yet to receive the call, and it is now the 22nd of July 2025.

I’ve worked in customer care and I know how a customer is meant to be treated, but the service I have received has been repulsive. I don’t usually complain because I understand people may be busy, but making promises that you are not able to keep is the one thing that frustrates me the most.