Poor service

I am dissapointed with MTN , I logged a query on the 20th with ref number *** , was promised resolution within 72 hours . I never heard from them so today I call them for follow up on 135 , I spoke to Nqobile whom was rude as well, I ask her I want to do a follow up ,she said to me the feedback back states that they need my contract to complete my query ,I asked her a contract from who, She told me I must go to MTN store to get my contract and sent it to them so that they may action my query . I am so shocked that MTN cant retrive my contract from their side and action queries ,so now I must risk and go to stores looking for my contract . Poor service I ever had in life