***** on my Account - no feedback

I logged a complaint with HelloPeter regarding ***** that occurred on my MTN account. I complained about an upgrade that was done on my account. An affidavit and certified copy of my ID was handed in at the Cresta Branch the same day this was requested 29-10-2015. MTN responded on my HalloPeter complain with a reference number: REQ : ***. Yesterday I received a sms requesting affidavit and ID. I have been trying since yesterday to get hold of the Head Office ***** Department on various numbers. Today I have been trying again without fail. I urgently need someone at the ***** department to give me a call on my cell to discuss this mater. This is really shocking. It has been 3 week and nobody has called or done anything about this serious situation. All documents from my side has been handed in.