MTN - poor service delivery putting customer last

Mtn it’s been 3 weeks and I have been trying to resolve an issue where my account is flagged for collections I have never skipped a payment once. The moment I try to upgrade it’s flagged for collections, at your stores as well as online and call center. I spoke to a manger in the call center Riley, he promised he will call me and it’s 1 week later and he didn’t call back I spoke to a consultant Fortune who has been trying to help me I requested to speak to him and he couldn’t take my call. He then told the consultant to tell me to call a manager in collections.. I’m am at wits end and will be sending an email Mr Ralph Mupita. He needs to see the level of service rendered by his employees. I am being sent from pillar to post and keep on being advised I need to call certain departments. Fortune tried his utmost best to assist. My question is why couldn’t Riley call a manger and explain the situation as I am unable to see why is displayed on the systems, he has access to. Surely he would explain it better and the issue would have been resolved much earlier. This level of service needs to be dealt with as I have been a loyal customer for years and we were about to live my wife’s contract to MTN. Your services is really bad