Reference Number: *** ********* customer care protocols from MTN

I have been trying since third November to have a retention on a cell number resolved by customer service and retentions at MTN. On fourth I received a service rating email from mtn wanting me to rate the service from their customer care consultant this notwithstanding that I had received no phone call nor resolve to date from mtn. Three subsequent retention request were sent via email to mtn the last being on nine November reference Reference Number: *** still without resolve.