Refund and Paid up letter request

Hi, I am writing this to express my dissatisfaction with MTN and how I have been treated.

1st I bought the phone on contract and according to me the contract was supposed to be for 2years and on their records it is 3years.

I stopped paying last year December thinking the contract was over but my HR told me I had arrears on my MTN account,in March I began contacting MTN to find out about the contract anf the amount in arrears. I was not assisted, in April again I communicated with MTN and the lady who helped me told me the account was about to be handed over to legal to avoid that I had to make a arrangements,she said I owed about R2700 or more,we made arrangement for R980 for 3months, on the 21st of April I made my payment for R1000, on the 1st of May the account was handed over, I received an email from their legal side and I contacted them to find out as I had already made arrangements but according to their record I had no arrangements, on the 20the of May again I paid R1000.

I contacted MTN again to get a settlement amount as I was unhappy with how I have been treated since March as I have tried reaching out to them.

I eventually got hold of someone who gave me the settlement amount of R2780 and I paid it on the 29th of May. When I contacted their legal side to request my paid up letter they told me they could not give me as I paid directly to MTN account.

I also disputed the settlement amount because of the payments I have made. In total I paid R4780 and requested a refund which they said they were going to log an incident with MTN and send me the confirmation via email,this was not done,on the 5the of June I contacted them again and they sent me an email that they had sent last week to MTN.

On the 6the I contacted them again to find out how far are they with my refund and paid up letter but the phone was answer but noone spoke but I could here everything they were saying on their side. One of the ladies who was speaking was talking about her baby daddy was was not in their life and how he wanted her to send him R350 to pass police road block or something. She went on about him which to me was not fair as I was on the line waiting to be assisted but they were just talking about their personal matters during work which affected their work as I had to hang up because I was ignored.

I need assistance concerning this account,this is not fair as it is hindering my employability and putting me under budget as I had to pay funds which were supposed to be used for other important things.

One of the ladies said I was suppose to pay about R3080 to settle the account but I ended up paying R4780 and I still haven't received my refund and paid up letter.