Mtn became too big and has no interest for their existing clients

I app**** for an early upgrade on 28 March 2026 and was quoted an amount to pay which I paid immediately. Since then the consultant sibusiso madina has been ignoring my emails and calls. I lodged a formal complaint on their complaints line last week and 2 days later I got an email to say the matter was escalated to sibusiso team leader. To date no one has contacted me. Yesterday I called to speak to sibusiso and he kept avoiding my call and I insisted untill his colleague told me my application is declined due to affordability. Which is crazy.i then made an online application to a competitor and was approved immediately. I have been with mtn for over 10 years without any failure. They have become big and have no regard for clients anymore. They are not saying anything about the r13k they told me to pay