Authorization letter

On Wednesday, 04 March 2015. My cousin had a billing problem on a number that he uses (*** ..), he called (808) for explanation and was told that, I (account holder) have to call for assistance. I did and spoke to Sebongile Mahlakwane, and request I send authorization letter to give my cousin permission to do in inquiries on that specific number. the following day, I sent her an email as discussed, nothing was done. <br> I had to call again and spoke to Glenda Billings, then I forwarded her email I sent Sebongile to action my request. She gave me a reference my cousin has to use when ever he calls. My cousin called and spoke to Mbali, then Ayanda, both could not assist him with his problem, still they want to talk to me after giving him permission. I had to make a 3rd calls and request to speak with someone who speak my language (Setswana) so I can express my self better since no one there could understand what I need to be done when speaking English. I spoke to Tlotlo Sefoloshe (who is clearly not Zulu,speaks Zulu) did not want to transfer me to someone I can explain better this frustration we are experiencing with MTN SP. How many calls should one make in order to be assisted?