Ignoring / Delaying your own sales consultants

I have app**** for a new contract with MTN never having had one with the provider. There is no reason for me not to qualify for the contract,, but it has now been proven to be quite a struggle. The sales consultant, Deidre, is fantastic is does her job in the way and manner I would expect from a good service provider.

Last year April MTN allowed someone to use ********** documents to open an account in my name. I wrote a report on HP to try and get this resolved which in the end happened. This ***** case has now come back to bite me in the ... again. The ***** department needs to issue an letter to confirm that we can continue with the contract application, but after various attempts, nothing is happening. The sales consultant has called and e-mailed different people daily and are unable to get a response from employees working for the SAME company...

Can this please be escalated asap? If not, MTN will loose a new customer. :(