Disgusting service from Hazel at MTN over a month just for a upgrade

Worst service of my life from HAZEL from MTN online upgrade this lady is nothing short of pathetic!!!!! No feedback no sense of client service at all! My contract has been going on since 29th of Oct where I tried to upgrade over the phone cause I’m 8months pregnant and couldn’t go into the store cause of the lines! Fast forward to the 30 of November the wrong phone was received sent back on the same day it was delivered and the upgrade for that phone has still not been reversed! I’ve missed out on the deals I wanted even the Black Friday deal for a upgrade and still no feedback! What is MTN doing with such incompetence!!!!! Disgusting service