Application put in no one can cancel

Today I called in to enquire about an upgrade. The lady I spoke to transferred me to retentions for the upgrade. The lady from retentions said she’s having some issues and will call me back in 30 minutes. She did not. I wasn’t going to wait so I decided to go to an mtn store instead. I went to the store and they said they could not help me as there has already been an application started today. This is absolutely ridiculous as the lady didn’t even call me or get any details how was an application even started. That’s not even the worst part. I had to call retentions again to cancel this application, the lady that I spoke to said she doesn’t know who made he application and only the person who created it can cancel it and she can only send an email???? This is absolute nonsense, I must no wait for them to find the person responsible to cancel it and they don’t know who it is and they refuse to give me a name? I am very very upset with this and doing I will use mtn going forward.