MTN Customer complaint service

I opened a new account with MTN beginning of Feb 2024. On the same day i saw a mistake was made with loading my desired package. 2 Weeks later, of constanct calls and mails, the wrong package was activated. I contacted the store again, asking for a escalation on this, got sent a brosjure with a mtn number to call. i called the number, spoke to a consultant to assist me, she required me sending her a copy of my contract, and i sent to her. I followed up about a week later, to be sent a screen shot of her email page that she escalated this to another department. I followed up again about 5 days later, and guess what, i got sent the escalation broshure again. Not a sentance in the email, just the attachment. So now MTN expects me to call the same number i called to complain, about the complaint i logged already. Come on guys, this is not how customer support works, why must it constantly be me having to call yo to get a update, why is it not the other way around?