Pathetic service from MTN

I am annoyed with MTN regarding a potential ***** on my account. In spite of trying 3 times via the call centre to no avail, I emailed customer care Re: Mobile number *** [#***]. I received a response a day later that they have forwarded to another department and still 48 hours no response. This is nothing but pathetic and arrogance from a tier network provider. I have been a customer with MTN for 21 years and twice now requested an upgrade to my account. Not contacted as yet. How does the management team accept this poor quality of service?