Customer Service Failure

I have an issue with my phone and simcard which I have tried to resolve however, client services are just making the support an absolute nightmare. I have phoned in and the service agent said she is putting me on hold put me on hold for 15mins without even confirming if this was ok. I was forced to disconnect the call as 15mins is absurd. I called back and spoke to another agent, he advised that management were all too busy to address this concern and he tried to assist me. The answer was him giving me a REQ reference number and being told to hold on for a week and the issue will be resolved. The issue is not resolved so I call MTN back and the agent after listening to my story just disconnected the call. I called back and spoke to another agent and after being on hold for 5mins was advised that management refuse to take my call as they want an email. The fact that MTN has an absolute no care attitude to speak to or assist customers is a critical failure and this should be addressed at the highest level as clients are the lifeblood of any business.