Pathetic Customer Service

Mtn deducted two amounts from our account this month. When I emailed customer service, I received a reply DAYS later! Telling me that our account was arrears (I find that hard to believe because I have a debit order deducting the outstanding amount every month) I responded to the email asking for more info. Its a month later and I am still waiting for that response. Out of desperation I went to the mtn customer care shop to ask what is going on, only to be told that they actually can't do anything but log a report to customer care and wait for a response ( what is the purpose of having a shop then???) Well needless to say its again 3 days later and no sign of MTN contacting us. The sad part is this is not the first time its happened to this exact contract!!