MTN Business: Asking for the same document for the 3rd time?

I am writing this out of sheer exhaustion with MTN Business’s incompetence. I have been a loyal business client for years, but your internal record-keeping is non-existent.

I am the Office Lead for our company. Our Director resides and operates in Great Britain. Because of this, I have already provided a signed mandate letter from the Director twice in the past to establish my authority on this account. The first contract was opened, and a second one followed a year later—both times I jumped through hoops to prove this mandate.

Now, I am simply trying to do an upgrade, and I am being asked for this mandate for a third time. Do you not keep records?

To make matters worse, the incompetence has reached a new low:

Matsie Monone, despite my clear explanation that the Director lives in the UK, is insisting on a South African Work Permit for him. He does not live here. He does not work here. How does a telecommunications giant not understand this?

I escalated this to a supervisor, Simphiwe Zindela, who assured me a week ago he would handle it. He has since gone silent and ignored my emails.

I am tired of explaining the same situation to new people who refuse to read the account history. I don't just want the upgrade; I want someone competent to fix my account flags so I never have to provide this mandate for a fourth time.