Does the MTN ***** Department care if you are ****med or are they in on it?

On the 17 August 2020 I was the victim of an "airtime theft ****" in which the ********s appeared to be working with MTN. I lodged a complaint to the MTN ***** Department and received a notification that they would respond to my report within 3 days (17 Aug 20 reference number ***).

It is now the 29 August 2020 and MTN have not bothered to respond.

It leaves me wondering: - Do they care about their customers? - Are they in cahoots with the ********s? - Are they simply ***********? Unfortunately none of those options give me any confidence in MTN.