Poor service

For the past 2 upgrades I have been having endless problems with the level of service from MTN. From the retentions agents right up the the managers. Over promise under deliver. Rude and argumentative like they are doing you a favour. For a retentions department, firstly it’s a nightmare to get a hold of them as u have to hold for quite a bit and u lucky if the call doesn’t cut after a while. My experience recently on my 3rd upgrade is the same story. Took almost a month for them to do a deal match because their subscription was so high compared to their competitors. In this time I had to call and email numerous times to get feedback, no sense of urgency at all. The hard let returned calls and kept giving me incorrect information. The agents manager was very rude to me as well and wen I complained to his manager, who said she was going to investigate, it’s been a week now with now feedback. It’s very sad because after complaining about the service 1 week ago, today I’m getting the exact same service from the same agent. Service should always be a key factor in retaining customers. So sad since I have been a customer with MTN for over 15yrs and to be treated in this manner.