MTN pathetic customer service

I telephonically opted in for a contract with Mtn. I have requested for a copy of the call since Nov 2018 and haven't received any feedback since then.

I called and was advised that the specific department cannot take incoming calls however they are not returning calls. I dont know if MTN has something to hide but they cannot send me a copy of a call. I have sent numerous emails and each time my email is escalated yet no feedback is given. Same thing each and every time. I opted for a 2yr contract and MTN signed me up for 3yrs. MTN customer service is pathetic to say the least.