Premium price for 3rd rate company

If I could give 0 starts I would. Your automated email stipulates you respond to customer emails within 6-8 working hours. I am now 2 weeks in with no response delayed times are absolutely ridiculous I can understand giving a little rope but now it's a joke. Nobody has assisted with my query. I wanted an early termination fee which would save me money in the long term but due to lack of customer service and no reply and normal debit went off with only financial gain for MTN which even that I looked past and created another ticket and still have no response this is ridiculous. This is the last effort I am making before I go to the ombudsman for violation of comsumer rights. I want a response in email only for my protection to follow all the the tickets and emails I have received with time stamps aleardy.