Shocking customer service

I have been a client of MTN since 2000, and managed to get my husband to leave the competition and become a client with MTN as well. For the last 15 years I have been absolutely delighted with the service from MTN and never ever had a days problem. <br> I have been trying to find out how I can arrange for an early upgrade as my husband is leaving SA 6 days before our upgrade is due, and first I was told that I am eligible for an early upgrade then I receive conflicting information and that I must phone the \retentions department". The call centre never answers their phone and when I eventually get through today"