Cancellation of cellphone contract unresolved after 2 months!

Firstly I would like to start off by saying the treatment we have received by TFG (hi-online) section is completely unacceptable and we have been more than patient enough with you.

On the 3rd of July my mom went to give her required one month's notice to cancel her sim only (MTN sim) contract with Hi - Online, and requested to keep her number on prepaid sim for business and other purposes. On the 3rd of August she received notification that the contract was cancelled, and would take 6-7 working days to be converted to prepaid. On aprox. 11th August she received a phone call that she can go to any Foschini store to RICA her sim on prepaid. We went to Foschini N1 City where a staff member with a bad attitude did the RICA for us, or so we thought. By 16th August the sim was still not activated and she phoned Hi-online to find out what was going on. Their response was that it was a ported number and would take another 6-7 working days to be converted to prepaid sim and their form was marked as urgent according to your call taker. On aprox. 25th August she was contacted by Hi-online to say we must go RICA the sim again, and we went to Foschini Tygervalley (the staff were more helpful to their credit) to do that. After a lengthy conversation over the phone at Tygervalley, we found out that we could not complete the RICA process due to an error on TFG's side (wasted time). On the 1st of September we phoned TFG Hi- Online after some time with no response to find out what was going on. They then informed us that the sim was converted to prepaid and we must go RICA the sim again. After waiting 48hrs the sim was still not activated and after contacting TFG Hi-online yet again they sent an e-mail to MTN marked as urgent. TFG said they would contact us, which to no surprise they never did.

On aprox. 8th September yet again we contact TFG Hi-online to find out what exactly was happening. Your reply was you had received no response from MTN, and complaint would be passed on to the manager marked as urgent (which we found out means absolutely nothing).

On 13th September TFG phoned back saying they still received no response from MTN.

After getting absolutely nowhere with TFG group, on the 15th September we went to MTN for assistance/guidance. They informed me (I even saw on the screen) that the number is still in Foschini's name and the number was cancelled and not transferred to prepaid as per our request above!

They advised us to go to a Hi-online store, and we went to the Canal Walk branch. Hi-online Canal Walk phoned head office and what the staff member told us is that there is nothing that can be done until Monday. No other form of assistance was provided to us there (only said to contact hi-online call center manager which I start to think is an imaginary person). My mom signed another contract at MTN, thinking it would only take the 24-48hrs before the sim was activated and not have this whole story we having with TFG now.

She needs her number for business and other purposes, and to be honest we have been more than patient enough with TFG, but nothing seems to get done to resolve the problem. It has been over two months to cancel a contract and have the number converted to a prepaid sim, and still very little has been done. We find the treatment from your side (TFG group) absolutely pathetic and unacceptable. We have been more than patient enough, for over two months now, and yet little is being done to resolve this problem.

Please we are tired of hearing all these apologies, and nothing gets done. What is the TFG group going to do to resolve this problem ASAP?