Pathetic service

I am with MTN more than 5 years. Up to a few months ago this was onenof the gighest rated suppliers. There service now cannot be called anything than PATHETIC I am aiming to upgrade my contract sonce 3 June now via online and via shop. I receive smse confirming "soft reserve" but nesidea that and 7 attempts to upgrade only empty promises of action with no reply is what is a reality from this provider