Lack of Service

This is my final attempt to get some service from MTN. I have been trying to get some service from MTN for three weeks now.. I was due for an upgrade and the Agent who did the upgrade on the 21st of December assured me that the new contract only will come into effect when the old one ends and futher to this she did not confirm any Terms and conditions. I later that week discovered that my 80Gb of data was erased. I have been trying to contact the retention department where I have to hold on between 45mins to more than an hour for some to assist me, Ntombi Nkomo said she could not assist me directly but will send an email to the Agent who did the upgrade to assist me but could not cc me on the internal communication , she assured me that I will be contacted in a day or two, if not I must send her a follow up email as I want to Change the package sold to me. I have sent 4 emails and still no response from retentions. Customercare referred me to sales and The sales agent said I must cancel my contract. Surprise surprise the only way to cancel is to call.. I was still hopeful that Retention will call to change my package and assist me so I waited. I called on the 5/01/2021 held on for 1hour and 15 minutes and got through to Tumi who also couldn't assist so I asked for his manager and was advised that he was not allowed to contact his manager, he could not provide me with any supervisors or managers details to escalate my request. There is no walk in service centre that can assist me the only way is via the phone. He said that he will send a email to Tiny Tsele and she will contact me by close of business. I am still waiting on TIny to call.. My request it not a difficult one... , I have been with MTN for 6 years now and am appalled at the service that I am receiving, I'm tired of holding on only to be told that no one can assist. That supervisor and managers are on leave with no one standing in for them ect. Number in question is ***