SMS bundle on contract not being added monthly

I have a contract with MTN which includes data, airtime and sms's. I queried my SMS bundle of 500 SMS's that wasn't being renued monthly in June 2017. They escalated it to their billing department and said it woudl take 24 to 48 hours until a consultant contacted me. I followed it up again about a week later with no success. Since then I have had one or two months where it was added and for the last few months the bundle of 500 has not been added. I queried this last Friday 20 April and was told that it will be escalated to the MTN billing department and again was told to wait 24 to 48 hours for a consultant to contact me (ref nr. is 1- ********** 9445. I am still waiting for an MTN consultatnt to contact me.