disgusting service

trying to apply for an early upgrade is no joy! only the retention department can assist with the silly calculation for the additional pay in amount. after holding on 3 days for 20min/25min at a time just for them to answer. they can't expect me to sit with the phone by my ear, so naturally I put it on speaker so I don't sit completely hopeless waiting for someone to answer the phone, once they answer and I try and answer back and remove the speaker function the advisor cuts the call, you mean to tell me that after holding on 25min they advisor can't give me 3 seconds to answer??? this is terrible, that is not service at all, then I get the stupid survey where by I rate it according to my frustration and no one even calls me back to find out what the reason for my dissatisfaction would be. I have been with MTN for 12years, I am considering moving all my business!! this is unacceptable