Has MTN gone down the tubes with Covid 19 ??

I have put in an upgrade request at MTN online shop with *** on Thursday 27/08 I was sent a response by email with a ref number. I heard nothing and made a query on their online platform with Ticket#: ***5 on 28/08 I have still not heard anything about my upgrade or this ticket number and it is 01 September. Do all mobile operators in SA take so long dealing with upgrades? I have been with MTN for Nearly 15 years and Every upgrade before was easy and took place in a matter of minutes. HAS MTN GONE DOWN THE TUBES?? IS IT COVID PROBLEMS?