Disappointed loyal customer

I've been receiving calls and notifications from MTN advising that I'm due for an upgrade. I went to Clearwater Mall MTN branch in Johannesburg and the sales person was so arrogant and I was so annoyed with the agent. I then decided to go the Sandton branch, I must say I was impressed with their service and my application for an upgrade was submitted. After submitting my application for an upgrade, I received an sms which said "conditionally approved". As a layman, I decided to call their head office to find out what the conditionally approved meant. I was assisted by Mackayla who wasn't honest enough and told me that Mpho had not submitted my application properly and she would assist me with uploading my documents as nothing was appearing on the system. Despite advising her that Mpho had submitted my documents, she insisted that nothing was attached to my profile. She requested me forward my documents to her email address. After my telecon with Mackayla, I received an sms which said that I should authorize an MTN debit order within 120 seconds. I panicked and immediately went to tge Sandton branch to get clarity and it came to my attention that she had **** to me and canceled my application that was submitted by Mpho from the Sandton branch. I've been a loyal customer for MTN since 2008 and I'm so disappointed with the service I received from the customer service and Clearwater Branch. I must say I'm not happy with the back and forth without any explanation/solution.