Bad Service and Communication Services

It is incredibly hard to get in contact with MTN. Their whatsapp chat only had prompts and no option to speak to someone directly. When I tried to phone I only have the option again to follow prompts and no option to speak to someone directly. I have emailed them with my request and concern and still no response. The only way to get good service cannot possibly be to go into an actual shop to speak to someone. I don’t know what to do anymore.