no help

I called mtn direct to upgrade my contract on the 5th of October was told that i cannot be assisted because there's a pending application. I then called the next day was told the same story again. I then demanded to be assisted then or speak to a manager. I was finally assisted. I called on the 11th to follow up on my order was told that their system is down. I called again today was transferred to the couriers but the couriers did not answer. #1 it takes at least 20 mins before someone answers your call, then their couriers also dont answer. Can i be told what's happening