MTN customer service ***** report

On the 2nd of February I reported my hacked phone on a email to ***** Report as I could not get hold of anybody, I phoned the head office and because it was near closing time the phone call was cut off, I had no choice but to go to a MTN shop for assistance, only on the 9th did they reply, this is terrible customer service when this was an urgent matter. I have been with MTN for more than 30years, the product is good but back up service is terrible, not the first time I went through this, its like you are being done a big favour.