Extremely poor service and misinformation MTN

The service I experienced at the Eastgate branch is despicable. I was told I could get an early upgrade. The consultant gave me information as well as her phone number as I needed time to compare and decide. The next day I called the agent as she had already taken my ID and said she could get all the paperwork done beforehand so I could save time. I ordered the phone. When I went to the store to complete the transaction, I was told she wasn't at work and that no one had any of my information. I would have to start from scratch. I was extremely upset. I also found out that there was an early upgrade penalty fee which had to be paid, no one had ever said this to me before. This annoyed me even more. How can they offer an early upgrade without informing at the start of the process that there is a fee to be paid. What is the point of an early upgrade if you have to pay more anyway. The manager was most patronising and inefficient as well. I will never go back to that store and am seriously considering changing to Vodacom when this contract expires