Disgusting service from MTN Parow centre

On the 14 Feb 2019 I visited MTN Parow Centre (lower level) to process an ITC unblock. I submitted all the required documentation, including an affidavit detailing the reasons for unblocking the device. I was told that this process would take three weeks. At the end of three weeks I called MTN customer care and was informed that the affidavit was not attached by the Parow store, to the unblock request and therefore I had been waiting in vain for three weeks. When I complained to Parow centre MTN, the agent's first response was to tell me that I did not get back to her??? How does this make sense when it was the stores negligence to submit documentation and not an omission on my part that caused this delay. I was promised follow up feedback call by the next day, which did not materialise. After several attempts to phone the store resulted in my calls being dropped, I visited the store and complained to the store manager Porsche in person. I have been informed by MTN customer service that all the documentation was only submitted on 8 March 2019 and that it would take a further three weeks to process. At no point has there been a proper response from MTN Parow centre informing me whats happening, let alone an acknowledgement or apology for their poor service. All communications have been initiated by myself.

I find the lack of feedback and urgency to my legitimate complaint disgusting and unacceptable. Can someone senior intervene and expedite my unblock request. I am being penalised for MTN's negligent processing of an everyday and straightforward transaction.