Ignoring requests

My contract phone is damaged beyond economical repairs but I am due for an upgrade in 3 months, in light of this, I went to an MTN store to request an early upgrade but was told to contact the retentions department as their system has blocked access to my account. when I called while in store, they kept on transferring me to different departments until I got an email address of the retentions department and my email was answered days later by Boitumelo Moloi at the retentions department. she asked to give a reason as to why I needed an early upgrade, to which I did, stating that my current phone is broken and I need a smart phone urgently as I use it for business purposes. I am using a borrowed phone and it is costing me dearly. Boitumelo has not responded to the reasons I gave her or has acknowledged my email. Yesterday I called the customer care line and spoke to Mphilo who then wrote to the retentions department while I was on the phone with him, then promised that they would get back to me before the end of the day but to no avail. All I need is a yes or no, so that I can make other plans or go to another cellular network who take people seriously.