As bad as it gets

I went to the istore in Ilanga mall in Nelspruit almost 2 weeks ago to do an MTN upgrade (I’ve been with MTN for my adult life). I was told after completing my documentation that I need to come back the next day. They said they would give me a call. On 3 days later I tried to call but was put through to a central call centre. 4 or 5 attempts later and still hadn’t heard back from anyone. It’s now 13 days later and I still am no closer to getting a new phone nor understanding any sort of timeline. I don’t have a functioning phone for work and the inconvenience the istore has caused us huge! It is astounding how bad this service has been