Disappointed and frustrated mtn client

Very disappointed and frustrated with my current experience with mtn, being a mtn client of over 6 years, I thought that it would have been handled better. I phoned the 135 number on the 31st of August 2021 as my contract expired the very same day so I phoned in to cancel my contract of which it took almost an hour to speak to the correct person who deals with the cancelations, while busy with the cancelation the agent than offered me a sim only deal of 24 months which I accepted so instead of canceling the current contract I decided to do an upgrade for the sim only deal which was R109 per month as he explained to me and everything went smoothly and I received a sms with Ref no. *** after the call was ended. Today is the 14th of September 2021 and I haven't received any feedback regarding the upgrade. I only received a sms on the 1st of September 2021 stating the my order has been created with Ref no. *** and that was it. I phoned the 135 number again a few times when I had some time to spare as it take quite a while to get hold of a agent to assist me with the situation, I did eventually get hold hold of a lady who said she who investigate the situation and phone me back the next, I'm still waiting on her phone call as well till today, I've sent an email to the retentions department also as advised by another agent after phoning the 135 number again and still no feedback as to what is happening with the upgrade. The reason I phoned in to cancel on the 31st of August 2021 was to avoid being billed for something I did not want anymore and doing the upgrade I thought it would be done in 2-3 days, it has been 2 weeks and I'm sure I'm getting billed because of my contract that is not canceled or the upgrade that is not approved as yet for what ever reason that only mtn will know, because I haven't received any communication as to what is happening. Hopefully after the have read this I will be informed as to what is happening with the upgrade that was done.

G September ***