MTN Upgrade | Lack of feedback from customer care since 3 December 2020!

I'm due for an upgrade since November 2020, and app**** using the online functionality (order ref ***). I received an SMS on 2 December advising that MTN declined the credit check, and to contact them to help me understand my options regarding the upgrade. I sent an email to customer care on 3 December, and received an auto response acknowledging receipt of my email and that they'll respond within 24 hours (enquiry ref no ***). Well, it's been almost 2 months and no further feedback to my question, and no other opportunity to try and sort out the upgrade. Trying to get through to the relevant accounts department telephonically is also a nightmare, and I don't have time to hold for an eternity to speak to a human! My cell number is ***. I'll appreciate a phone call to discuss the matter and sort out the upgrade soonest.