Left helpless by MTN

I had agreed a contract upgrade with MTN in November/ December of last year. During the course of January, I figured that I have a contract very different to what I had agreed, and been paying for. After much back and forth, MTN retentions indicated they will assist, as they approved my contract upgrade. Over 2 weeks ago, I find out that my contract had been completely cancelled, whereby I am left with no minutes, data, or SMSs - this cancellation was without my consent or my knowledge. Only when I queried, they indicated it needed to be cancelled in order to be resolved. I am still yet to receive conclusive feedback from MTN as to the way forward, and am left crippled with regards to making use of my phone. This is utterly ridiculous and pathetic service. No one seems to care or be in a position to provide conclusive feedback. It has now been over 2 weeks, I have no data, minutes and SMSs, and do not know the way forward. There is no point in calling, as the famous response I get is "we will escalate" - to who I am not sure. The leadership approved the deal I was given, however, they are nowhere to be seen or heard from. I still have no idea as to the way forward, and whether this is going to be resolved at all. This has left me in a situation where I send mails, and still have no conclusive feedback as to what is going on. Absolutely ridiculous service, and it is clear that no one seems to care. I have requested for someone senior to call me and provide feedback, but have still not received any updates from them. My job is heavily reliant on me making use of my phone, which I am unable to do so. Who is going to pay the price for this? It seems as though MTN have made an error on their side, for which I am paying the price.