On 110913 I contacted the call centre and spoke with L Thenje in order to transfer my contract into a prepaid account. She advised that I would not be able to cancel at that time as I had an amount outstanding. I have 2 numbers on contract and wanted to cancel 0741401898. I assured her I would pay immediately and she advised that I should send her proof of payment and call back. I paid and emailed her proof of payment with instructions to convert the account to prepaid. I called back subsequently and held on at various times for up to 30 min without my call being answered. I then sent a follow up email to confirm my instructions. however there was no response. In that time the next billing cycle had gone through over the weekend. I contacted Musgrave MTN store. Fazila helped me by calling the call centre with no resolution. The supervisor insisted that I am at fault for not calling back. However I emailed clear instructions. Why did L Thenje not transfer the email to the cancellations dept? Why did she not contact me to respond to my emails to her? Why do the calls not get answered? In this electronic age an email should be accepted. If further details are required MTN can contact
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