Ignoring emails and requests

Emails below on communication ignored by MTN retentions department<br> Mail 1:<br> I will not be in the country when the above number is eligible for an upgrade on 1st September 2015.<br> I am therefore requesting to do an early upgrade please, since my phone broke and I need a phone before I leave.<br> Please can you send me the reference number required by the store to complete the upgrade.<br> I saw you read my previous message but did not respond. Please this is urgent.<br> Mail 2:<br> I send you this mail earlier today. Yesterday MTN Queenswood also send you the mail regarding the early upgrade.<br> I've put a read receipt on my mail and could see that you read it @10:03<br> Why can you just not have the decency to answer my mail or phone me??<br> I got 6 contracts with MTN and supported you for 15 years and all I ask for is to upgrade 26 days earlier due to an emergency. Why just not answer my email????<br> You put your sales representative at the store in such an uncomfortable position. She cannot get hold of you and if she does get hold of you, you just send her to the next person that does not assist her!!<br> You should really consider delivering a better service because this is really the worst!<br> Read - 11:49