Shocking service

I got a call on Friday 07/10/2022 after applying online for an mtn upgrade earlier in the week. The lady who called me was having a system issue. She was busy confirming my signal coverage as i had app**** for a home uncapped data plan. She advised that she was having a system issue and she was going to call me back. She did not call. Today I am calling in and the consultant tells me my application was cancelled. I then tell him how can it be cancelled when I am still waiting for the ladies call. I asked him to give me the ladies name and he tells me that he can't see it or pick it up. How is that possible? are you telling me that when someone works on your system you can't tell who last worked on an application? The level of incompetence is unbelievable here. Shocking service