Customer Service cannot assist Customers with MTN Service Failures

Complaint against Sbonelo Gunede, Supervisor "Customer Service" I have a reference number on a Customer Returns Document re an Out of Box Failure.

Customer Service is unable to solve problems. Our system has no recollection of your MTN Customer Return Reference Number. I need to drive to MTN in Morningside store as MTN Customer Service cannot assist. MTN Customer Service is merely an Inbound call centre and cannot phone out to assist customers in finding solutions.