Unfair treatment from MTN

Why is MTN treating its customers so badly I fail to understand... My name Is *****ba Mthembu I've been calling MTN going to each and every department store they have within my vicinity for assistance but every time I leave with no results because when I'm at the store I get told to call customer care when I call customer care they tell me to visit a nearby store. Is this treatment fair as I am a contract subscriber and I've been with MTN for over 4 years now...