Done out of a Special deal

I have been a customer over 6 years & always took a contract for 24months. Did upgrades when they were due. This year I have my account hacked & went through unnecessary issues & the assistance is pathetic. You go into a store, the assistant says you must log a call to the forensic department, which I duly did before going into the store. To date the forensic department hasn't called me & I have various emails pertaining to this discussion at least 6 mths ago. They person assisting me cancelled my contract Changed it into a business account and didn't tell me. I am due for an upgrade at at the end of November & wanted to get the black Friday special they were running. Upon going into MTN Fourways Mall I was assisted by Nokulunga on 27th November2021 who looked at my details on her system & said we cannot do anything with your account because it's a business account. I was shocked that this was the case & asked why is it like that as I did the contact 2 yrs ago in my personal capacity. She chatted to her Manager but was told to change the contract to prepaid and only then would I be able to upgrade. The special was also running in December & I would qualify for that. However, it takes a month for the contract to be changed to prepaid. On the 27th December I get a message saying I'm on prepaid. I get in touch with Nokulunga & she requested I get 3mths of my bank statement & my payslip and send it to start the process. She only works a few days in the week, so she was in on 30th & 31st December and asked us to come in. She started the paperwork on the 30th & I went in on the 31st hoping that it's all in order. I was advised that they do not have the phone I want but has to phone all other store's to check who has. She finally got one at MTN at the Reds shopping mall in Centurion. She cannot get the phone from Centurion to Fourways Mall as the driver is on leave. Asked if i will we prepared to go & collect it in Centurion. I first wasn't prepared to go, I had an errand to run. Had to fetch my dad from the airport but chatted to my mum & she agreed to send me to collect the phone from Centurion. Before I go I needed to collect the invoice from Fourways Mall 1st & then proceed. I went into the store just after 12noon, the paperwork is not ready. The system was down, the assistant cannot print the invoice. In oder fir me to get this special, it must be invoiced with today's date ie 31st December. I waited in the store until 2pm & the system was still offline. She called head office for help, they asked her to log a complaint, she did that. Called them back & asked if they can assist as a priority, the answer she got was "it could take 2 hours to 24 hours". She asked me to leave & she'll be in touch. At about 3:30 she called me to say she's not had a response & doesn't know what to do. She's finishing work at 4pm. As a customer I've been completely ignored & will not get the special I wanted. She said it ends on 31st December, how is this my fault? They have a pathetic system & have no urgency to meet the customers request. She knew I wanted this deal from 27th November. How is it that they don't have stock but the special ends 31st December as stated in their brochure. The assistant has been chatting to various individuals in her organization but was not getting anywhere.I'm livid as I've been given the rough end of the deal? Please assist... Thank you Talia Pillay