Banging my head against a brick wall

I have a big problem.<br> <br> I have been a satisfied and loyal customer of MTN for 12 years.<br> <br> Only once did my Direct Debit fail - when I changed banks and it all went wrong. The bank in question apologised and reversed the charge and I paid you cash.<br> <br> Recently you have been contacting me by phone and SMS to upgrade and renew, which until now I have been very happy to do. Last time I was very impressed by the whole process by 'phone.<br> <br> I phoned and spoke to your excellent Nicolette.<br> <br> At first I was very angry because none of my details had been updated in the last 2, 4 and 6 years of renewing... even though I spent a lot of time doing it.<br> <br> Then, worse... Nicolette said she couldn't process the upgrade because I owed money - there was a 'collection' on my account. I emailed her proof that I didn't owe any money - and she has forwarded it on to the collections department - and I haven't heard anything. I told you I needed the new phone delivered by Friday 08 May because I am going away for 3 weeks.<br> <br> I get the feeling that you don't want me as a customer any more, and that makes me very sad - we have had a great relationship (and also my wife) for 12 years.<br> <br> What has happened to you?