Terrible Service

I have power of attorney for my Aunt. I emailed three email addresses on the 2 Fe 2021 (***) advising of this to which I have received no response except it was sent to the Business desk? not sure why as my Aunt doesn't have a business account? Today I wanted to call the Billing department to find out what my Aunt is paying for and guess what... Lillian Ntiatsang advised me that it had not been updated and that she needed me to resend it again. I was so upset. why 10 days later had it not been done? I have a layers letter advising that I have power of attorney. I then ask her for her email address she being upset that I asked her to spell it was very uncooperative and 3 times I had to ask her to spell it for me and then to say it slowly as her accent made it hard for me to make out her email address. As it was 10 days down the line I definitely didn't want this to happen again. I also asked her for another email address eg her Managers and she said she could not give it to me. What is happening to customer service? BTW I too am an MTN customer and I wish I had better service.