Contract application nightmare.

I app**** online to get a new contract on my name for my son’s phone number on Tuesday 6 May. I followed up on Wednesday and was informed there is an issue with stock, but I can go into a store as it would be faster. I then went to Woodlands store where they did the application, I was then told to wait for 20min as they need to wait for the vault to be opened. After 20 min was told the printer is giving issues. Then finally told me all done and it will take 2-24 hours for approval which I did find strange as in the 30 years with MTN whenever I went into store it was immediate no issues. I then saw at home a sms telling me that process is on hold as they waiting for documents to be loaded. I called customer service this morning who informed me NOTHING was uploaded. I then called the store at 9.02 and was rudely told that the store open at 9 and they cannot help me this early they’re busy. I asked about the ID and was told that it was loaded, upon telling her I called customer service was asked why I phone if I want to do this online, I must just go and do it myself. I told her I am not saying I want to do it I am asking why my documents are not loaded. After back and forth she informed me the documents are now loaded and all sorted I then called the store at The Grove who checked and told me it was not sorted, they missed the back of the ID So I drove to the grove store to have her support me, she loaded the documents and now I am sitting in the mall waiting for approval, time I don’t have to waste. I urgently do need this phone for my son, and all this is due to people not following processes. I cannot drive back and forth as I live to far out of town (+20Km). I asked if they can at least try and speed this up due to this being an error on the employee side and was just told they can’t So I am now asking you to do something to sort this out as I really am frustrated and I have been a loyal client for years! Why is it OK for big companies to treat customers (the people ultimately paying their salaries) this way and nothing can be done to escalate - people just pull up the shoulders and that's it.