Useless Customer Service

<p>At the beginning of 2016 I did not receive an upgrade on my phone and nothing changed on my current contract. Someone called me and said I qualified for lower call rates and I said explicitly that I would only accept if nothing else changes on my current contract. Yes, fine. I then asked 3 months later for an upgrade and MTN told me I had taken one already which I clearly had not. I sent in an affidavit and a ceritified copy of the account holders ID (my brother). I sent an email to Customer Service on 12/07 stating I had not taken an upgrade and explained that there must have been *****ulant activity on my contract. I received an email backwards and forwards asking for correct documentation on 22/07(apparently you need a certified copy of ID not older than 3 months - like an ID can change?!?!) On 15/08 I sent them the new ID. I then followed up again on 30/08 as I had heard NOTHING from MTN. They responded on 01/09 saying that I needed to call the call centre and ask to be put through to the Legal Department. I did this for 3 days in a row trying to get through but the call dropped or no one answered and I got put back on Hold and went through to the beginning again. I was going to give up but decided against it. I called the call centre. They could not give me feedback because I was not the actual account holder. My annoyance really escalated when they couldnt pick up the phone on their side and do a quick security check with the account holder which wouldve taken less than 2 minute. NO. NO OUTGOING CALLS ARE MADE FROM THE CALL CENTRE. Really? Really... no calls whatsoever!? They apparently can give me feedback via EMAIL if not the account holder, but not from the call centre. Why can they not have the decency or customer service to CALL THEIR CLIENTS to give them feedback. I argued with their "2IC" Lebohang Mokebe from JHB call centre, who spoke over me and absolutely refused to assist me. The total time I spent on the phone was 46 minutes going from agent to agent to Hold again. I wanted to know why someone couldnt just call ME back. She wasnt sure. She gave me the direct line for the Legal Department which no one is answering on. Absolutely frustrating and useless in terms of customer service! All I want to know is if I can get an upgrade (which will make them more money in the end!?). I will 100% be cancelling my contract. Getting spoken over and utterly blocked when just wanting some feedback is pathetic MTN. Up your game. </p>