BAD SERVICE

I am with MTN for about 12 years but I think it's time to make a change. I upgraded two of my contracts online, delivery was setup through DSV and MTN has this new Biometric thing if you fail you cannot get your phones so I have failed twice I am at the point of cancelling these upgrades. I phoned them to request a manual delivery was on the phone for 12 minutes being transferred from one person to the next with no help received. After being transferred to the last person the call was dropped from their side. I think your people needs training on where to transfer calls to as it seems to be a big problem. Not one of them went out of their way to assist a client which means we are not important WHAT HAPPENED to customer SERVICE?????????