No Hope of every getting hold of MTN Retentions Department

I have tried on numerous occasions to get hold of MTN Retentions Department but its impossible to get through to them. I have been with MTN for about 10 years now im so disappointing in your service that i wish i could go over to a different service provider. I am due for an upgrade at the end of Aug 2020 and my phone recently broke trying to get a hold of them is an ongoing problem.......