False Sales / Promises

A person representing MTN called me towards the end Nov / early Dec 2018 offering me the option to migrate a number on my account to a plan with more data at an additional cost of R20,00. I agreed and went through the entire process of about 30 minutes with them. As nothing had been actioned well after the promised 4 days, I called the 135 number and was told that an urgent call back would be scheduled. Still no call came through. I then called again during the week of 5 January and must have spent over an hour on the phone in total. The person who assisted in the end was very helpful and took all my details saying that the department that was required to assist were closed and would open the following week (7 Jan 2019). To data I have not received any call back or response whatsoever. Can my call be returned with a full explanation as to what the issue is and why my migration was never actioned or why no record of this exists in the MTN systems. This service and response is unacceptable.