Shocking service from MTN

I'd like to say that I've received poor service from MTN - but the truth is I've received NO SERVICE!

I upgraded my Contract on 30 Nov to a fancy Black Friday special!. 3,650 minutes per month! I specifically changed my package earlier than allowed (and paid a penalty to do this), as it seemed worthwhile to be able to access 3,650 minutes to enable me to do my job. I am SELF EMPLOYED since Covid Level 5 lockdown in March 2020... I phone Call Centre's and clients and landlines numbers ALL DAY.

Problem is... when I received the pro-rata Contract 'stuff' for 30 Nov to 12 Dec (billing run), I NEVER RECEIVED my pro-rata minutes (approx. 1,800 minutes). I only picked this up on 13 Dec when I received an SMS to say that I've been credited with my 50 minutes for the month (for my new package). AND NOT THE 3,650 MINUTES PER MY CONTRACT. That's less than 1 hour - and yes... it lasted less than a day. I've spoken to a number of your "Customer Service Champions" at the Call Centre since 14 Dec and I've received umpteen Query / Tickets logged!! Each of them Closed within 8 hours... Each time, I'm told that the query will be resolved in 2-24 hours. It's now been 96 HOURS AND COUNTING...

I've been told that some of the Tickets logged have been sent by your "Champions" to the wrong departments within MTN and that's why the queries have been 'closed'. Only for me to phone the Call Centre AGAIN and get yet another Query ref. no. with ANOTHER 2-24 hour turnaround time which is then Closed again! I've been into the MTN Elridge branch about 4 times (and with numerous phone calls in between visits) to be told "we also logged a ticket on your behalf". Your "Champions" seem to be ignoring those Tickets as well.

PLEASE ALLOCATE MY ADDITIONAL 3,600 MINUTES URGENTLY as each phone call / visit to the branch is taking valuable time away from my Business and my earning an income...

Once I've received my minutes the NEXT challenge (PROBLEM) is to get a REFUND for the out-of-Contract calls I've been charged for since 30 Nov (and ongoing until I receive my minutes). I'm absolutely DREADING that process...

PLEASE CONTACT ME IMMEDIATELY TO RESOLVE BOTH ISSUES. I'm at my wits end! It's been a challenging year and the very, very last thing I need on my plate is this run-around I'm getting from MTN.

Cell no. ***