Do our work for us

I wanted to upgrade my package, but doing it at MTN seemed to be impossible. At first I spoke to customer care who insisted that it means upgrading your contract. This despite the fact that I didn't want another handset. Eventually this was sorted out and the customer care representative saw the proverbial light. Then I had to phone another department who promptly informed me that I have to fill in a form on their website (where on the website they didn't say) and they will deign to call me when they can. Apparently sorting out on the phone is a crime of some sort. After all, customers exist to do MTN departments' work for them. Completely unacceptable, this is a simple procedure that's easy to do on other networks, after all, I'm asking to be changed to a more expensive package. Add to that that the Samsung device that was part of my contract hasn't worked for months, yet noone wants to take the responsibility to have it swapped under warranty and I'm seriously reconsidering moving to another network when my contract ends.