Dissatisfied with MTN horrible service

I am very much disappointed with my current network, MTN. They have been experiencing issues with technical problems but the service is embarrassing. I contacted them on Monday and I was given a reference no and was told that my issue would have been sorted in 24 hours but till to date nothing. I was given a reference by Vernon as follows, SMC ***. Nobody gave themselves time to contact me or update me with my issue. My airtime was taken and they refuse to pay it back.