Reversing an upgrade, paying for 2 contracts. Pathetic!

MTN ***

This is what’s been happening since the 1st of October. I had upgraded my contract and 4 days later cancelled my contract due to flying abroad for work urgently, a lady by the name Eunice Modise has explained to me “ Good day Miss Paul, Kindly be advised that your contract will expire on the 09/01/2020 for the number *** I also escalated the request to our system support to reverse the package to the old one and the reference number is Trouble Ticket#: ***”. As of the 3rd of November, my account bill is still sitting at R798 of which I have paid R320 which is my normal billing account. I have called retentions around 16 times because the people at MTN had reversed the upgrade but didn’t reverse the package which means that I am on the upgraded package now rather than my normal package are are charging me for both.

I’ve been on the phone with them 16 times in the last 2 and a half weeks and nothing has been solved even though they said it’s been “escalated”. I am now in Europe, unable to assist in any way because my mobile number is off. I need to be emailed instead of called because this is truly unacceptable. I’ve had my dad go over to MTN at Carnival mall in Johannesburg and they shrugged him off which made me even more upset.

Please get back to me on my email - *** ASAP, I will not be listening to 15 more people to get this small problem resolved.