Contract Upgrade

Good day

I got a call from an agent a month ago regarding an online upgrade on my secondary number and I received this sms "Yello Customer!! Your Order has been Created with Order Ref no: ***. Thank you for using MTN". This was on the 21st of February.

I then made a follow up on the 12th of March and received this sms " Dear Customer,Your query *** has been opened. Please contact call center if you require more information. Thank you for using MTN. Have a Y'ello day.

I would like to know what happened because I gave the agent a go ahead but nothing happened. Today I called again & I was told systems are offline.