MTN upgrade reversal

I have logged a complaint with MTN retentions department on 26/6/2023 to reverse the upgrade done online. Carmen Maistry has picked up this request. She has not since communicated with me. I have emails and numerous calls for her to contact me. I was advised that my query will be resolved 2-48 hours after. I made numerous calls asking to speak to the manager. Senzo from retentions department still ignored my request and transferred me to Carmen Maistry, again who still dropped my call. I have a ref# for a remedy ticket which still no one in the retentions department wants to assist me with.