MTN Malcommunication!

After receiving an uncalled for OTP on my phone, I did what any savvy consumer would and attempted to contact my phone company. Well..... not one of the provided customer service numbers was able to assist. The automated responses had no option for me to respond to and the other numbers were left to ring unasnswered. I fiiled in an email complaint/query and recived an automated response promising a reply in 24 hours. REALLY!? After 40 minutes trawling the web I finally found a landline number where I was put on hold and the call was then cut On phoning back I was reluctantly put through to a service consultant who took umbrage at the fact that I was not happy to share my ID, despite having other personal identification details confirmed. She informed me categorically that she would not assist. In desperation, I shared my ID number as ***** loomed large in my mind. She then informed me that she could see nothing untoward on my account. I insisted on another contact number for the ***** division where I was informed that they ccould see nothing either as this was compnay policy but that my query would be escalated and I would have a response sometime within 2 hours. With ***** and ID theft being so prevalent surely a quicker turnaround could be expected - 2 to 24 hours leaves ********* a huge window of opportunity. Additionally for a communications company to be so hard to reach is surely an antithesis of what they represent.... Epic fail - and this after superb service from a live consultant at their Cresta branch recently.