Poor Support Service

Good day , my wife has been a client of MTN for almost 18 years and we have had no issues until this year. MTN cannot fix their payments. The bill is paid on time and reflects on their system but they keep suspending the lines until we call and then they totally unhelpful ,we have to log a submission , then they accept it and it's unsuspended. This is the 2nd month now that we have to do this with Zero help from anyone at MTN. I mean surely it's a simple problem to fix. Can someone contact me Urgently on ***