Unhappy Customer and Poor Customer Experience and Process

I am very disappointed with MTN, I had a contract with MTN since 2018, paid it off 2021. I lost my phone on Monday 9 Jan 20223, went to MTN to get another contract on Tuesday midday. The lady advised that they have my profile which will be easier to do a new contract. Its Wednesday afternoon Im still waiting for a phone after they requested my more documents. the consultant cant engage or call anyone who is handling my application, they all need to wait for an automated email that doesn't say much about my application/ this is not a pleasant customer service. my son's documents are all on my one drive, my tertiary information is all there, I need to register and process my application, all my person documents are all there Im not happy at all. I want my application to be escalated urgently

My alternative number is *** MTN RIVERWALK Vereeniging