retentions department contract upgrade #***1

People are always complaining about call charges and ******* service from MTN, in the past I have experienced it myself. But I have stuck with MTN because every service provider has its pros and cons.However, I have been having trouble with my handset for the last couple of weeks, it not wanting to charge, and taking it in for repairs isn't really ideal as I need my phone all the time for work. I thought maybe it would be possible to upgrade a short 4 weeks early fully willing to pay some sort of fee. i was told to email the retentions department regarding this matter and they would get back to me. well I emailed the department 2 weeks ago and still havent head anything back... it is not like I am cancelling a contract... I am actually signing up for another at least 2 years and MTN couldn't be bothered to respond. So I email again to just check up and all I get is a copy and paste of the previous mail. Not we are working on it, not we will check, just a cut and paste like you couldn't give a damn. This is funny to me as there are what 4 other service providers, 1 even helping buy me out of my contract.why should I be bothered to stay with MTN when they couldn't be bothered to help