No feedback and pathetic customer service follow up

I recently lost my phone and I use it for business and I really need a new device my upgrade date is on the 05/07/2018 I'm am willing pay for may and june my installment and can you push my upgrade to may as I'm in dire need of a new phone please can you help me. I was notified that i cannot upgrade due to it being my first cycle by the retentions department. Alice van der merwe you responded to my complaint yet nothing was done and I got no feedback from you . I've tried multiple times to reach out to you I've call the complaints department over 10 times asking for feedback yet there was nothing I spoke to a lady gugu mchunu who I emailed the entire story and all my contact information she said she sent you the email and said I'd get feedback by end of the last week still no feedback from Alice van der merwe. I am utterly shocked and disgusted by way mtn handles customer relations. I hope someone from mtn can please assist me .

My contract number is ********** 754 My contact number is ********** 827 My email is **********