Mondo MTN - Appaling, cannot even call it 'Service"

I have now been battling for 3 weeks to upgrade my MTN contract. First it took them 2 weeks to locate my submitted documents, now in week 3 I find out that according to them I sent a Temp ID. I do not even have a Temp ID! When you actually get through to someone, the system is offline. I cannot believe that this is what they think "service" is. I have been an MTN Customer for over 20 years and the first time in 7 years I want to upgrade, I receive no assistance and no solution Then they have the audacity to place positive Customer reviews on their site. Beyond ***********.