Shock service and no clear indication of product support

On 26 November 2023 I went onto the MTN website to select a prepaid contract to be added to my current phone / sim card. Upon completing the purchase which was R99 I received notification that my sim card will be shipped to me shortly. I immediately tried to contact MTN using the 135 number as I have no air time as MTN cancelled my contract without my concent due to an argument I had with them about my home internet contract. Upon finally being able to reach someone I was told that this package cannot be added to my sim card / phone so I asked then to get my money back to which I was told it will not happen. Now this is really shocking to say the least, they are not losing anything I am the one that lost R99 which they can just pay back to me.

I did ened up selecting a normal contract online and even though I received an email stating that a consulatant will contact me to finaile my contract I eneded up phoning them again after more than 24 hours with no contact to finalise this contract.