TERRIBLE CALL CENTRE SERVICE

My 78 year old pensioner mum took a wifi deal for R295 pm. We were not told about it reaching a certain speed then it slows down of buffers continuously, but were told that it is uncapped. The first week it started whereby she could not watch tv at night because of the buffering. Eventually we decided to upgrade it to the bigger deal, R465 pm. We called the call centre and the minute you say you want to cancel, they drop the call. We did get to speak to someone once we said we wanted to upgrade, not cancel, then they took our call. We told the consultant that we were switching and to cancel the first contract. She said someone will collect the old router and it will be cancelled. The new router came, everything was fine. Month end they billed my mum for both contracts, taking R760.00 from her account. We tried to call MTN, again they kept dropping the call when accounts was mentioned. I tried to email them, I kept getting responses from about 8 different people asking all stupid questions and not even helping with the query. After numerous calls, emails and getting nowhere, we decided to go into a store (Pavilion) and was helped by a very nice Indian gentleman who calmly explained how it works when canceling a contract with MTN. The call centre consultants should be trained by this guy, seriously. For 3 months MTN took off R760 from a pensioner and we app**** for a refund but we did not even get a response and we don't expect to get it, not even a courtesy email!