Confusing upgrade service from mtn

On 4 th April 2024 a mtn representative phoned me to do an upgrade on one of my cell phone lines. I agreed to the upgrade and was informed that my.new smartphone will be delivered in a few days. Nothing happened further. I made enquiries and was informed that my application was still pending. Today i cancelled the upgrade. I then decided to do an upgrade online with my.cell. Within 5 ninutes the upgrade was done. I then received an sms and email that my upgrade was successfull and ready for delivery and that i will be contacted when my smattphone will be delivered. A totall contrast to the previous upgrade attempt. Totally confusing. Many questions arises from this experience