SHOCKING SERVICE FROM MTN

I have been trying to upgrade my cellphone since 30 September 2020 without any success. I have been in to the local MTN store 5 times and phoned them countless times. I phoned MTN 4 times to try and upgrade online. MTN uses a system called Helios which wont release my number for the upgrade and no-one at MTN seems to care or is actually interested in getting their terrible system fixed. All they say is they will "escalate" the complaint. Escalation does not work at MTN or Helios. After 20 years as an MTN customer that is about to change.