They never answer their phone

I have been with MTN for many years and the last couple of years I have done all my business/upgrades via the MTN store at N1-City. They never answer their phones. You always have to take a drive there if you need to get a status update on anything from repairs and contracts. I have discussed this with various of their personnel over the years. Their excuse is the phone is on the back and they are on the floor serving customers. They don't here the phone and cannot answer phones as well as serve customer. If i take over the last 5 years, only 1 of my calls have ever been answered. Only 1 in 5 years. I tried calling again today and yet they don't answer their phones. When I mentioned this again to one of the lady's that work there last week I kind of got this look.... Now I have to drive there again? If you google their contact info, there are numerous complaints about them not answering the phone. They choose to ignore all complaints. Surely they can rotate answering the phone or employ a receptionist. They also have this device where you print a ticket before being served. This device might as well not be there as all they do is called next. A woman jumped the queue right in front of me the other day. Why do they have this ticketing system when they don't use it.