Bad communication from MTN

On 30 December 2024,I called MTN for an upgrade,the consultant gave me the impression that the process was successful and that he would get back to me should there be any documents required.An order was created but later that day I received an sms from MTN saying I must speak to the consultant regarding the required documents.Today I made a follow up because the agent didn't get back to me only to find out the application was cancelled after being sent from pillar to post.