MTN bad customer experience , stop saying hello MTN family as you not treating us like family

I did an upgrade Monday 20 January 2025 ; on the 21 January I called 135 to follow up to my surprise no one could pick up the request. I spoke to 8 consultants that confirmed the same thing

Today I called again to follow up , Yonela redirected me to line without assisting how unprofessional, Lizzy answered my call and informs me that my upgrade request was cancelled yesterday as I have outstanding bill how when when latest debit order went off yesterday? Exact same experience when I last did my upgrade in 2022, I question why am still with MTN cause WOW pathetic customer experience, there consultants are also providing bas customers service. I someone to take accountability in resolving this ASAP and share light on this complaint. Its my 3rd day today's "72hrs SLA" ***