Contract taking more then 48hrs to upgrade

I went to MTN Pavillion to have my contract upgraded . That was about 10:30am on the 1st Feb . My contract still hasn’t been upgraded. I called the call Centre and was told my upgrade wasn’t logged . That was last night . I went to the store at after 9 this morning and another consultant attended to me . He said I never answered my security questions that’s why my contract is being vetted. The first consultant never asked me any security questions. He supposed to have sent an email with an escalation. Yet I still haven’t received any response from MTN. The more I try calling the store I can’t get through. The no in question is ********** 103 which I try calling but no response . I’m getting anoyyed at the service I’m receiving from this particular store. The upgrade is a phone which I was supposed to have given my wife as an anniversary present . Yet I haven’t received my new contract as yet . Does it take 3 days to upgrade a contract when all my details is still the same . Surely no one is interested in having this matter resolved . I’m very ****ed at the services I received as it was supposed to be a present to my wife but I haven’t received nothing as yet . Hope you understand my frustration at this situation and at the store. Where you can’t even get through