MTN not compliant with keeping records of complaints and does not resolve them

It is still shocking how poorly MTN manages client complaints, The main issue is, you are able to log a query or complaint on multiple platforms but you will at most get an automated response to confirm that a query/complaint has been logged and then like clockwork, a couple of days later you will receive a request to complete a survey to rate how well the performed in resolving the query......No response, no resolution ! Then, when you enquire about your query, they will actually ask you to restate all the details about your query that you logged and PLEASE DO NOT attach any of own their records when responding to them via email, they are not able to open or view their own documents etc. and further, even if you have stated all your information towards your security requirements, they will still ask you to provide it over, and over and over, this while the information are already part of the previous and attached information. Many times you will get ans sms that a query has been opened for you, just to get another sms a couple of hours later stating it has be closed as resolved. MTN seems to not have any means of obtaining or recalling the records of their complaints and queries which should be in breach of the Consumer Protection Act but they don't care. I have now been trying to get them to resolve my billing queries and complaints for weeks and the best I get out of them is to provide them with the answers to their security questions and then to recapture all the information again and again and again. Query #*** refers.