Terribly disappointed

I have personally been a customer of MTN for close to 2-decades and my company for almost 3. Up until 2019/2020 I would have said that I would recommend them above anyone else but they their service has slipped shockingly in the last couple of years, so much so that I have had to approach the Ombudsman on two separate occasions in order to get my queries resolved. I have been trying to upgrade two contracts for the last 10-weeks and am still struggling. Specials advertised via email are not available in store. Upgrading via the app is a complete and utter waste of time as what they don’t tell you is that upgrade request then goes via a third-party sub-contractor who is even worse than MTN (I didn’t think it was possible). For a company like MTN to show so little care for long-term customers who have literally paid hundreds of thousands of Rand over the years is disappoint and shocking. The only reason I am still with them is because none of the other service providers seem to be any better. Instead of these companies competing for excellence they seem to be competing for mediocrity.