Poor customer service and support for upgrade

MTN doesn't seem able or interested in assisting with an upgrade. Not only do they waste time with messages to UNISA students to everyone on the line for minutes, after having to give all the detail, they then cannot assist sending me to another number. The consultant then tell me to call 135 again or go into a store due to system upgrades and the fact that they haven't completed some kind of training of staff. When will companies realise that their lack of planning should not become customers' problems. This means that I would have to wait again to the same useless (to me) information and hope that the next consultant can help me. I am now seriously considering porting to another service provider whose offer is very similar and perhaps even better.