long over due service responce

A call center agent gave me a call n asked on the nature of the problem n promised to give a response but didn't do as she said . I also wanna know how long do their IT specialists take to access a product . I'm highly disappointed by the un helpful /poor services tat MTN offers . Because I used my hard earned money to purchase and at the end they give me this service #wonder if they're aware of the National Credit Regulation policies #