Terrible Service!!

Been waiting for 7 days for a response to my email regarding an upgrade! I do understand that MTN is on strike but surely by now they should have come up with some sort of plan to help their paying customers. The strike ultimately should not be our problem. Have sent numerous emails, enquiries via website and called the call centre where i was on hold for 27minutes. This service, or lack thereof, is utterly pathetic. I feel like cancelling my existing contract only I wouldn't be able to reach anyone to do that either