Not a good service

Been with MTN for 10 years and never had any problem with upgrades and contract. But now i have to wait for a long long time for the agent to call back after i sent message for upgrade.I email on January 5 2021 and still waiting for a call back till now and the month is nearly over..I would like to do 2 new cellphone upgrades but i dont know when .Reference 9 ***