Why does MTN bother to have an online order form

Ordered and upgrade on line (the footer reads - one of our agents will contact you within 48 hours). To date no communication. Forwarded the order details to the customer care email as suggested on the automated response. No reply or attempt to contact me. After being a customer of MTN for 15+ years I wonder if I am really that important to them. Ticket#: ***; and here is the response from MTN online dated 25-02-2016: Good Day,<br> Thank you for applying for a MTN Contract online. Your reference number is: ***3<br> One of our dedicated agents will contact you to complete your application.