MONDO a disaster for MTN

MTN relies on MONDO as apparently a sole sales channel, which is a disaster. I initiated an upgrade on 13 December and has indicated several times that I urgently need assistance. Today is 22 December and I have only had multiple emails indicating sales agents will contact me. Approaches to Complaints or Customer Care is futile, as they escalate (?) it to the Sales Team, where the problem resorts! Why do companies rely on MONDO??? Beyond pathetic.