REQUESTED CANCELLATION OF STOP ORDER - CONTRACT EXPIRED IN 2017

Reference Number: *** My instruction to MTN via email on the 2nd of September 2020 refers. After several phone call attempts to MTN Call Centre, I reverted to an email instruction to MTN with my request to cancel the Stop Order with immediate effect. MTN branches Westgate and Clearwater were unable to assist me even with a reference number, and referred me back to the MTN Call Centre. Hence I tried to call the Call Centre numerous times to follow up without success due to a Call Centre which is actually none exiting - not acceptable. My instruction was dealt with in the following manner: My request online: "02/09/2020 - CANCELLATION OF DATA SIM cell number ***. I hereby inform MTN to cancel the debit order for the number with immediate effect. The contract expired for this number expired more than a year ago hence I am on a month to month basis. Note that I will stop the debit order END of SEPTEMBER if MTN does not adhere to my request. Please acknowledge receipt and a reference number for my request. Regards, Sonia *** was on prepaid since 11/01/2017.A visit to MTN Clearwater Mall on the 29th of September confirmed by an employee Gladyce, MTN runs Invoices on the 11th of each month.VMTN had ample time to CANCEL the Stop Order which I requested on the 2nd of September.2nd of September Pinky Ngeleka or Catherine Phiri escalated my request. (the email is in such a format that I do not know who escalated or who requested the security check questions)After 12 working days since my request I received the first email from MTN. 18th of September MTN requested security questions with no signature.19th of September I supp**** MTN with the security answers.A question : Why did MTN not phoned me seeing that I provided an alternative mobile number in order to process this request. Is MTN not committed to retain customers ??22nd of September I received a second email from Nokuthula Swazi Sitebe requesting security questions again.Yet again I stressed that I will stop the Stop Order and provided my details again and stated that MTN must phone me on *** to cancel the Stop Order.24th of September Refilwe Molefe advised the following: " Kindly be advised that your MTN contract on cell number *** has been terminated and cell number migrated to prepaid.Please be advised that if you have any remaining minutes sms and data it will be forfeited as soon as the migration is done. Process time is 2-24hr for the cancellation to go through"I had NO contract. It was on a month to month basis and it was for data only, there was no contract to be cancelled it was to cancel a Stop Order. NO email feedback what so ever after the 24th was received, thus no customer service again. The 25th and the 28th of September (workdays) no feedback on the cancellation of the Stop Order.29th of September I requested feedback though it was clear from the above email that the Stop Order will go through at the end of September, which I requested NOT THE HAPPEN.However MTN had ample time to cancel the STOP ORDER and I did bring it to MTN's attention in all my emails that I will cancel the Stop Order if not adhered to my request in time.Seeing that Invoices runs from the 11th to the 11th of each month I should not have been billed as I requested cancellation well in advance in writing and it was escalated to MTN's retention department, but unfortunately only 12 working days later I received an email from MTN. This is very poor customer service. I have reversed MTN's Stop Order of R115,00 today 2nd of October 2020 as MTN did not adhere to my request with ample time before Invoice / Stop Order run. Regards, Sonia