Worst service received from the contact center.

Quite disgusted by the service I’ve been receiving from MTN since November 2022. My contract was meant to expire on the 12th of December 2022. Beginning of November I called MTN advising them that I will not be upgrading and would want to cancel the contract instead. Their service champion advised me that I wouldn’t be able to cancel it in November I need to make contact after it expires. Ok fine I call them on the 13th of December again requesting to cancel the contract. The customer service advisor confirms that the cancellation was processed but will only receive comms within 3 days to confirm cancellation. 3 days pass and I think I only remember a week later, I call them back and they apologise for the fact that I didn’t receive confirmation but I am assured that the cancellation was processed. Fast forward to end of the month, I see a payment going out of my account for this account and I immediately reject because I’m now being charged incorrectly. I’ve cancelled the contract. I call MTN again on the 18th of January to find out what’s happening and this is where the problem begins. I spoke to 4 different service champions on this day and even spoke to a manager. What a painful experience!! On this day I was advised that the cancellation request was opened on the 13th of December but was never processed and closed. I was told that I was supposed to call back on the 13th of January to make sure it’s closed. Me? I called back alot of times and advised everything was okay but now no one wants to take responsibility and makes it seem as if I’m at fault. Did anyone ever tell me I have to call back? No!!! But I still called back anyway and was told all is well. Anyway I eventually spoke to someone who confirmed that the error was on MTNs side, I wasn’t advised accordingly and the agent that dealt with me on the 13th of December didn’t action the cancellation correctly. I then request to speak to a manager because I was tired of going around in circles and didn’t even have faith that the issue would be resolved! By the way, I’m still being billed for all of this!! I speak to a manager, firstly I would just like to say I’ve never dealt with a manager as rude as that team leader that took over that call. She was literally just trying to get me off the line. She agreed that I had been charged incorrectly and that they will process a refund. I then requested to have all of this in writing because quite frankly, I can’t trust anything anyone from MTN says. She dismisses this request by telling me that they can’t send emails as their systems don’t allow it, Whatever nonsense she was telling me. I don’t really remember, I tell her that I find it difficult to believe that they can’t send emails or even an sms confirming our agreement. She became very defensive and tells me that all calls are recorded just Incase I’m calling her ****. I then advise her that I’ve had the worst service from them and would actually like to request all my call recordings that I’ve made to their contact center between the beginning of November 2022 and the 18th of January. She tells me she will send the request and that this takes 7-14 days. It’s been more than 14 days already and guess on the 7th of February I called your customer services team and asked if my contact was cancelled. I was told it’s not cancelled. Yesterday I went to your Tableview store and was told there's not much they can do, only the contact center retentions team can assist me I’m not surprised though because end of January I was charged again, for a contract I’ve been requesting to cancel since November 2022. MTN is such a **** and I will definitely be taking this further. Luckily my phone actually records all my calls so I have all this information at hand!! Your customer service is appalling and as for that manager I spoke to on that day. I am extremely disgusted by her non-chalant behaviour and her rudeness towards me as a customer. Even her tone was condescending and didn’t display any empathy at all to a point that I even raised this on that call but she still didn’t care. Y’all clearly need to train your managers!!!!! If this is still not resolved within 48 hours and my money not refunded, I will be escalating it further. I know my rights as a customer.