Appeal for downgrade migration getting me nowhere

Since Lockdown began and with it, the collapse of my theatre PR business, I have been trying to get MTN SA to do a downward migration on my contract to the most basic of packages. I have been in to the store at the V&A Waterfront, spoken with a consultant there who put me on the line to several people in customer service. It took an hour to get to the correct person who then emailed me a Covid-19 relief application. I so far have 2 reference numbers:Ref: [#***] and [***]. I have repeatedly made contact/called/emailed yet to no avail and each month my line gets suspended and then unblocked as the saga plays out. MTN seems hugely *********** at this point. Allison Foat- van der Spuy