NO RESPONSE FROM RETENTIONS DEPT

I have an existing contract with MTN for a handset that I had to get rid of as it turned out to be poor quality and unsuitable.<br> <br> I want to enquire about settling this contract and obtaining a new one. Apparently, only the Retentions department can assist with this. MTN will not allow me to contact this department directly. I have called around 5 times to request a callback from them over the last week and have received no response. If they have tried to call me (which I doubt) and I was unreachable then they have not bothered to leave a message or call again. Their turnaround time is supposed to be 24 hours!<br> <br> Absolutely fed up with MTN! All I am asking for is a return call, how hard is it to get that right?<br> <br>