MTN Service is terrible!

My husband was due for an upgrade, and went in to do the paperwork on a Samsung A31 with the galaxy ear pods. He has been with MTN forever. Yesterday he spent 3 and a half hours on hold listening to the **** music. A week later and no one can help him or even say when he can pick up the phone. Social media attempts do not even help!!!!!!!!!! So much for service. Can someone help from MTN?????