Compliants resolution non existent

Compliants resolution non existent - I logged a formal compliant with the compliants officer at MTN as at a week. I have not heard back. No reference number, no return call, no acknowledgement . Can I request that this institution treats its cusomers fairly and improves on their complaints resolution process. I also tried contacting the MTN customer service line at 083 135. I held on for at least 15mins on both occasions and no one could assist me.

Kim Ganchie