Worst customer service levels

Good day

I called mtn on the 135 number on 19 July 2022 to cancel my contract and move my number over to prepaid.

I spoke to a lady named Janelle, she assisted and advised that i move my contract to the mtn myservice zero rated plan.

However when she was meant to give me the reference number, she kept repeating that she cant hear me of which i could hear her clearly she then decided to end the call.

I called this morning 21/07/22 again and requested if they can provide me with a letter that confirms i cancelled the contract as my bank requires this.

The lady i spoke to stated she cant assist me and said she will ask the lady who assisted me with the cancellation if she can assist me.

Placed me on hold and came back to me stating the lady Janelle who assisted me doesnt want to speak to me neither do she want to assist me.

Being a client of MTN this type of service is appalling.

I explained my bank wont accept a contract with a zero billing sent, they need a letter on a company letterhead stating that my contract is cancelled and the billing is zero.

How is this request in any form difficult? What happened to client service or cliwnt centricity?

This type of behavior from certain staff at MTN makes me not want to be a client of MTN and i will be moving over to a service provider that treats their clients with respect and looks for a solution to assist.

The agents behavior is appalling and the lady who assisted me just stated she cant help me with a simple straight forward letter is shocking.

No effort was made at all to be of service to a loyal client of more than 10yrs.