Don't renew your contract over the phone!

I have been with MTN for more than 10 years now and have 2 different contracts with them. I have never had any issues before until my last upgrade. I was **** to by the sales consultant who offered me an amazing deal over the phone. Despite them saying that their calls are recorded, not a single person has been able to listen to the call and actually get back to me. I feel like I was **** into upgrading and now they refuse to help me, I just get passed from pillar to post!