MTN - Poor Customer Complaint Service

Why does it seem impossible to get any direct contact with someone at this company ? Countless e-mails, un-answered phone calls, fruitless meetings, false promises, " goodwill credit " still outstanding. Just how did you manage to conquer Africa MTN ? We have been billed unfairly, and to get this money back, is proving more difficult than I ever thought possible ! And whilst you are taking your time to resolve our issue, 15 lines are not being upgraded. Am I the only one ?