MTN escalation with no progress

My niece had a slight payment problem but managed to get her contract paid up to date . She has been flagged with Transunion for the missed payment a long while ago. After contacting MTN for a paid up to date letter to clear the flag she received numerous reference numbers *** and 5 more reference numbers with promises of escalation to no avail. MTN ,customer service is important but not given the importance as it advertises. Please do right by your clients who makes an effort to get their account paid .