Appalling service

App**** online for an upgrade twice, received emails with reference numbers. When I phoned customer care they said they couldn't help. Was told to email an online email address, received auto reply that this email is not used anymore as they streamlining their process. Phoned the upgrade department and app**** for the 3rd time. Received email that upgrade approved. Received phone call from courier they on the way to deliver. Next day received phone call from MTN to confirm delivery. a week later still nothing. 3 weeks for an upgrade, how do you treat new customers, if this is how existing customers get treated. Absolutely appalling service!!!!