Bad service

i recently visited the MTN woodmead branch to upgrade my contract. i had received a sms saying I'm due for a upgrade and i confirmed this by going online. the consultant then informs me that i am not eligible for an upgrade - i obviously was not pleased -- she then calls the call center that further confirms that i am due for an upgrade. by now my patience was wearing thin and asked for the manager. this is when i was introduced to a very defensive Lucas -- it is appalling that he is the manager as he has no client care -- he tells me that he is not MTN (although as i explained to him that he represents MTN) -- anyways just a summary -- he was of no help, i was already getting bad service and it was his job as the manager to try and calm the situation not make things worse. so there i was with an sms, a confirmation online, and confirmation from the call center which they called and yet Lucas said there was nothing he could do to help me upgrade. So MTN - i do not understand how i am due for an upgrade and yet it is impossible for me to upgrade at the woodmead store.Your manager , went on to say i can complain to MTN but it would not get back to him.