Poor quality customer service and communication

I attempted getting through to the accounts and billing department as well as the cancelations department but only received the OPT 10 minutes after dropping the line because the OTP was not coming through via sms, this mean that the systems in place are inefficient and more costly to the client as the waiting period is more than 30 minutes.

I eventually spoke to a sales person (the sales department was the only department I managed to get through to) who firstly advised me that I need to pay a cancelation fee if I want to end my subscription. I've been with MWEB for more than 2 years and missed one debit order, when I called in to rectify this, my account was activated but I was not told of the new terms and conditions, my initial agreement passed the term time which means I am not liable for a cancelation fee. the sales agent then transferred to the billing department and I was put on hold for 30 minutes.

I've sent 2 emails to the complaints department explaining my query, I received an automated email response with reference numbers stating that I would be contacted within 24 to 48 hours, its been 7 business days and I haven't received any response or been contacted.

I also listed my cellphone number in the email for the relevant personnel to check call recordings to verify all the information I've given because all calls are recorded.