Does retentions exist!!

I went to MTN yesterday to upgrade at the N1 City branch. Daniel assisted with the upgrade. He said I qualify for a R225 contract and the phone I want is on a R369/month package. He sent a request through to override the limit and have it increased so that I can take the R369/mnth contract. I called at 4pm to follow up and he said he would check and let me know. At 4:25pm I called again. He advised that he could see the limit had been increased and that I could just come and collect my phone on the way home. I went to the store to collect and was then advised by a second consultant that the limit was not increased and I could not take the phone. No apology, no taking accountability for what had happened. He said he would send another request through but that if it didnt increase by today I probably wouldnt get the phone. I called the call centre and was given 2 numbers for the retentions department by the agent. The one number when dialled does not exist and the other is a fax line. I am not at all happy with the service at the store or the assitance from the call centre and would appreciate this matter to be resolved today. I did not move to MTN for this kind of service!