Terrible service!!!!

I like MTN's network but their service is mind-blowingly poor!!!!

I am with MTN on prepaid, you would think opening up a contract with them would be simple right?

No, it isnt. I signed up for a contract, and everything is fine in terms of paper work. The MTN consultant has logged a ticket for my number to be moved to a contract; it has been a week later and no one has done anything and the consultant says they are not receiving feedback even after escalating.

So now what do I have to do to get a contract?