they do not take calls

I called Mtn regarding my contract which is due for upgrade in a months time.i questioned the cost of the contracts compared to other service providers i was told that when my contract is up for renewal i can speak to the retentions department.i called Mtn and was told that they do not take calls but they will send them a message.i then get emails from that department from a Mandla Thanjekwayo firstly asking me why i would like to migrate my number and what they can do to retain my business i am with Mtn for 11 years .loyality today does not matter as there are major competition with companies like cell c and telkom mobile who offer better packages .this individual replies to me regarding my upgrade and when i am allowed to upgrade and not about what mtn is doing as a company to retain me.the service levels are seriously bad and I doubt MTN will call back regarding this complaint my husband lodged a complaint 2 weeks ago about call centre service and he has not received a response or call to date.