MTN - "Everywhere you go" - rather just dont go to MTN at all!

Our company has had contracts with MTN for years, of which over time i have watched the service decrease!

I have just calmed down from reaching boiling point blood levels, therefore i am not going to go back in history bring up point for point how the service has decreased from one request to another. My issue at hand is that i have been time and time again, sent emails, sent Sms's to staff at the MTN tygervalley store which i am requiring assistance on a simple matter of:

Please send me a draft (dummy) layout of what the migration would look like for one of our guys to switch contracts to a higher package, its been 2 weeks and i have nothing and no feedback!

i really can not understand why it would take 2 weeks to get this info! my guy is sitting on a R3000 bill because of the **** package he is on, this could have been avoided before his billing period had MTN acted in a timely manner! Now we are liable for ridiculous bills because there care is not with there customers at all.

I dont know what further steps to take in order to get this simple information of what his package would look like to increase from one package to another one, and then to actually proceed with the migration!

it is EXTREMELY frustrating going up and down in search of answers or someone that is actually WILLING to help and followup and follow through!