Exhausting Upgrade Experience

I have been trying to upgrade my contract trough MTN that was taken out a number of years ago ( 13yrs) at Altech Auto Page. Seeing that Altech has closed down and their contracts have been taken by the specific service operators. At first it seemed that the process would be easy but we hit a couple of snags with the registration of a new company name. After providing MTN with all the necessary documents and being promised that the re-capture and process will take a bout 24h, I have now been waiting 2 weeks. How is it possible that every time I try and upgrade my contract the problem lies by MTN????? This message has nothing to do with the employees that have been assisting me, they have been great. But how on earth does it take MTN a whole two weeks to up a contract of more than a decade with only R 72. Its ridiculous! I have been phoning everyday and the employees at the MTN store have been trying everyday to get an answer and still NOTHING. Now I hear that it has still not been approved and that all the information needs to be captured again! How do you people still operate with service this bad. Putting your employees in positions like this and chasing away long term clients.