Dissatisfaction at WIFI department and Call Centre

I have been using MTN since April 1999. I am so committed and loyal but the service I have been getting lately is no less than shoddy. I app**** for a WIFI router and I got through their intensive process that made me feel like I was locking myself into Paulsmore Prison. I eventually got my router after days of waiting. I missed one payment as I wasn't working. I managed to get some money and pay the router. Upon calling their contact centre which gave me the wrong reference number I learnt that my matter is in their legal department. I need to understand how my matter reached their legal department without anyone calling me and asking for payment as well as advising me that they will take my matter to the Legal department. I know my rights and the FICA law protects me as a user. Since last week Wednesday I have been calling their call centre to no avail. The agents pass me from one to another without fully assisting me. MTN then gives me a reference number once then on the 2nd call the sms says the call is completed and I guess it's therefore closed. The reference numbers are; ***, ***, ***, ***, ***, 1 -*** and ***. I have been through more than 7 agents and after speaking to them with no avail MTN sends a message that the above calls have been completed. 7 reference numbers later and more than 7 agents later I am still without WIFI and I am still in Legal and no one has assisted me. The ONLY call centre agent who was ABLE TO ASSIST ME AND GIVE ME THE CORRECT REFERENCE NUMBER WAS NONHLANHLA MBELE of whom I will write a good review. So may someone please tell me why I have to go through so much and end up being put on hold for minutes on end without any assistance.