MTN staff attendance rate almost at 95%?

MTN Spokesperson Themba Nyati said that staff attendance rate is almost at 95% and, on 4 June, that most of MTN staff are back at work. So why is it that when I send my new phone back within a 7 day period in May - I have yet to find MTN resolve my problem by sending me a new phone for my new contract? I am now paying for something that I never received. Yes, MTN is still charging me for the new phone & contract that I never received. If the staff are operating at 95% then why is it that three weeks later - going into week 4 - and I have yet been contacted by MTN Direct to resolve this issue? To me MTN is giving a false sense that all is well and that they are operating almost normal because 95% of staff is at work. This is not true. When you call *** your call is either not answered or if someone answer it they just say they actually cannot help you. I give the operator the name of the person, Kubera, but with no luck - my problem is still not resolved nor do I get any further calls from Kubera. I have made calls to this number at least 20 times in the past three weeks - with NO success in resolving my issue.