BAD SERVICE on a National and Branch level!

I have unfortunately had my cellphone ****** and am requesting an IME number to open a case. Olga said to me that i need to contact the branch (Clearwater). Which i have tried all morning, only VOICEMAIL. I have told Olga this and she confirms that she is unable to reach the branch as well. She has smsed a consultant from there on a personal line and i ask for feedback at 12pm, midday, which she agreed to. At 12:45pm i receive NO Feedback. i call MTN centre and Bianca answers she is rude and tells me i am being difficult repeatedly, i stayed on this call for 40 minutes!!! I request to speak to a supervisor and none is available to speak to me!! The supervisor will get back to me before 5pm today, that is not managing my expectations!! This is urgent!!! MTN does not care that a branch cannot be reached??? Why is this not High Priority???