fa8l to load upgrade to system

My mother in law is on time of upgrading her mtn contract. The lady at the branch was very helpfull and went out of way to assist. Unfortunately the lady had to contact head office to acknowledge or approve the upgrade but she had to wait 45 minutes for that call centre to answer the call then the person on that other side did not or didn't want to assist the lady at the branch. At this point Yunis started to get nasty over the phone with the lady at the rustenburg mtn branch. We left the shop with no upgrade done and was ask to return on monday 2 feb 2015. Apparently this is not the 1st time that this has happened. According to the la4dy at the branch it is3 a problem on almost every 1st of the month.