Unable to get an resolution from legal department

I have never been so frustrated. I have been an MTN client for over 15 years. I get an message that I am ready for an upgrade and I start following all the steps. On their advice I am told to go to go to the MTN shop so that I can do the upgrade and get the handset (if they have the stock). When I get to the shop and do most of the work I am told their is a lock on the upgrade for something that happend 9 months ago. (Problem was solved 2 days later). After speaking to at least 9 different consultants in upgrades, accounts and retention and being on the phone for almost an hour I still can't get an answer from anyone. All the can do is "write an email to the legal department". It is amazing they they are willing to take your money every month and when you need to speak to someone that can resolve the problem, you are blocked at every turn. Maybe I should wait the few months and cancel the contract.