very bad extremely poor

Very very bad service from MTN my boyfriend joined MTN Month To Month Home Route and the network was he decided to discontinue the connection he went to MTN to cancel on the 19th of August this month money was debited in his account he went back to MTN they said he should call them like really ?? He set hours being transferred from one consultant to the other this is pathetic really.Can we please get someone to call us back because we want our refund how can you deduct on a cancelled contract? ***