I dont spend enough for a problem solution say MTN

Been with MTN for +- 12 years - trouble started with 'new' contract over a year ago. Dropped calls, calls going straight to voicemail, no internet, no network etc etc so basically can't use my phone! Have lots of ref nos over the year from Coverage Dept but no resolution to problem. Week before last when I called yet again quoting ref *** I was told by Thupana, and I quote, \You can't have a problem solution because you don't spend enough money with MTN!"When I said this was news to me she said"