MTN does not look after customers

I have been a loyal MTN customer since 2010 and I have two contracts with the service provider. One of my cellphones was badly damaged and, unfortunately I did not have insurance on the phone. I called the call Centre to ask if I could do anything and they said that I should request an early upgrade. I did this and was told that this was not allowed due to it being the first cycle on the cellphone number. After complaining, my query was referred to another department. No-one had bothered to get back to me even after sending numerous emails and leaving numerous messages. You would think that with such a competitive environment that MTN would look after their customers and not treat them so badly! I am very disappointed and am considering transferring both my numbers to another service provider who will look after its customers!