Recharges not provisioned / abysmal customer service

One of our lines was low on minutes this morning, thus recharged with R150 purchase around 11 hours ago. Not provisioned by MTN (although charge went through), thus did second purchase 30 minutes later. Still nothing, thus third purchase a while later. None of the purchases provisioned.

Called 135 - on hold forever. Connected to Phumelele - inept, ********** service. Requested to speak to her team leader, thus (of course) put on hold & call cut after a few minutes.

Emailed the ironically-named Customer Care 3x. Received a response from Simon Ncenya asking for the cell number (already provided), and the payment receipts (MTN-generated). emailed this through.

TWELVE emails down the line with Simon Ncenya (and MTN Complaints on the last few) - ZERO response. I have also requested a call (2x) with a response - nothing.

This appalling service is why this line - which was on a R2.5k monthly contract until late 2019 - was converted to prepaid. We had been MTN contract customers since 2001. This is also why our other 6 lines (all on reasonably sized contracts) are with Vodacom (only marginally better, but better nonetheless).

Have now requested that these recharges be refunded. It appears that MTN cannot get the basics right - when issues are raised, MTN staff follow the ostrich approach to customer care: stick head in sand until pesky customer goes away. Pathetic.