Worst company ever

In 2019 I took a cellphone contract with MTN VALL MALL, I never skipped a payment. Then in 2020 March Covid-19 happened and we closed down at work. I work in a gym industry. My employer provided me with a letter to give to my creditors because I couldn't get an income due to the fact that we had closed down. I went to the mtn store where I took my contract and explained the situation and they told me to email it to the store's email address and to give them and update every month. I did all that. Then in August 2020, that was 5 months down the line, we reopened at work, so I went back to the store to give an update and to know what I need to do to pay either my arrears or to continue with my contract. Only to find out that I was handed over to their legal team. I asked for their contact details or any form of communication media I can use to reach them to pay up my arrears. They said they don't have access to such but I have to call their customer care service. I have been calling but still haven't got help. I went back to the store and they gave me number to call their head office and I contacted them, they provided me with a reference number saying they've logged my complain and they will contact me back, till to date I haven't got a call from them.