Worst ever - Stay away from MTN

In 2015 I struggled for nearly two months, simply to get a contract cancelled that I didn't want to renew. Simpy moving your contract over to pay as you go felt like a battle that couldn't be won. Now 4 years later, my number can't be ported out and held back because I have been handed over to the legal department, even though nobody seems to know why I have been handed over. My account was paid in full and finally moved over to Pay as you go, back then. I have already taken out a new contract but unable to use it because legal department is yet to respond to MTN's request . I have to wait roughly a week for them to respond even though I have done nothing wrong and now I am completely blocked off from using my phone. I have a new contract that I am unable to use, and no way to contact the legal department, because only MTN employee's can log request.

How is this still possible in 2019?