Unattended customer care line for contract users

For the past two months when I call the care line(MTN 808) and I select to speak to a consultant I get to hold for more than 2 hours (listening to the boring MTN song) and after that the phone will keep quiet and just cuts!!! This has happened on more than 3 occasions. I even have the patience to wait as I connect my phone to a charger and put it on loud speaker while I'm working, but it is not helping!! Strangely, if I call the pay as you go line it doesn't take long before it is answered, but unfortunately they can't help me because I'm on contract. What kind of service is this MTN? Even if you are \experiencing high volumes of calls"";NULL;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;; ***;593226;899;14;2;0;1;0;0;2;NULL;NULL;NULL;15/05/14 14:36;15/05/14 12:50;WORST SERVICE IN THE UNIVERSE;9,31E+12;Lee-Anne;***;I've already complained but this deserves a new complaint! More than a month ago I took my brand new (1 month old) phone in for repairs. 3 weeks later (after I repeatedly had to go in store for updates because nobody called me back) the phone came back unfixed because it \isn't under warranty\"" (however"