Poor MTN Service

What terrible service!! I’ve been trying to get hold of the retentions department at MTN for over a week to convert my contract to prepaid, the phone just rings and when I go into store, they tell me they can’t help me and that I need to call the number that no one answers. Come on MTN, do better, this is absolutely ******* service and I’m a loyal customer who has been using your service for years!!!!!