Disgusting/*********** service at MTN

The worst experience at MTN Vangate Mall. My mom, brother and I vistited the shop on 02 May 2018 to apply for a cellphone contract. We were assisted by Shireen with the application with my brother as the applicant and my mom as the third party. She was optimistic and said the application would be successful. She said my brother could expect the approval SMS from MTN within 3 hours. My brother only received the SMS the following afternoon and it stated that we the dealer would contact him, which did not happen. On Friday 04/05/18 Shireen called to find out why we hadn't come to sign the contract and I explained that there was no call from her. We discussed the phone deal that my brother was interested in and she said she would call me back. The following day my brother and I went to MTN and we're assisted by Yusrah who brought out the phones and asked us to buy SIM cards for the activation. She told us that there was a system issue and that the contracts could not be activated. We left with the information that my brother would be called. There was no call/SMS from MTN by Monday and my mom and brother went to enquire. My mom was upset as the whole experience which was supposed to have taken a day , had taken almost a week and upset my disabled brother. Upon expressing her dissatisfaction with the service and incompetence level at the branch, she was told by Masnoena the branch manager that she is using my brother to apply for this contact. The accusation was devastating to my mom and my brother is highly disappointed by this experience. We need to know why the application was approved, only for this to happen. Does a contract with a third party usually take this long and when can my mom and brother know for a fact what the conclusion is with this contract application?