Bad Upgrade Service

I did an upgrade on the 28/08/2024 online. Up to date i have still not recieved a phone. I contacted MTN via facebook to be told it was never actioned because documents were required which have never been required before. No contact was made to advise what was needed. When i asked the person helping me on facebook i was told they can't tell me whats needed but they have put a request to cancel the upgrade. This was on the 24/11/2024. It was supposed to take 2-3 working days and i was supposed to recieve an SMS advising it was cancelled. No SMS has been received to date, when i go online to try do another upgrade so i can finally get the phone it tells me that there is already an existing upgrade. The service with MTN is absolutely shocking. I still have no new phone, a call or any form of contact to advise what is happening or needed. I have been a client of MTN for many years now.