Missing airtime on sky package

#MTNSA Can someone please explain to me at this day and age why you cannot sort a contract issue out.... it is going on now for 3 weeks! NO respond from *** for more than 48 hours after the first email was send. Phoned twice already 135, that consultants is also in the dark!! Client's on a SKY package, airtime is missing from 26/01/2024. Cannot receive calls as well! Did a simswop, changed handsets, accoumt is up to date. Very dissapointed!!!!!!