No response after talking to call centre consultan

I had a problem with the billing on my mtn account. I went to the nearest mtn branch but I was told that they cannot help me it is only the call centre that can help. They called the call centre and i had to hold for assistance for 1H15min without response and the shop was closed. I tried the call centre again the following day and was assisted by mpho(accounts department) who promised to send me an email with the banking details and after i make a payment i should reply to the email with the proof of paymentand my line will be unblocked while they are looking into my query.I waited for the email for 3hrs then called again and was assisted by sifiso who send the email. As discussed i immediately made an eft payment then forwaded the proof of payment to sifiso who never responded and nothing was done on my account and my line is still blocked even after the payment. Making a call to the call centre is a nightmare because the minimum time to hold and listen to an automated machine before speaking to a consultant is at least an hour. I am not sure how long it takes the to unblock a line and to respond to emails.