Horrible service Mtn

Terrible customer service at kolonnade, customers has to wait forever for assistance! Why must the customer follow up on applications aren't your staff being paid for such an duty? Nearly waiting 72Hours now after I've been approved for my upgrade in store, called this morning regarding my updrage and have been informed I can go to the store to collect once arrived I'm told my application has been incompleted, I've been credited with 30gb of data received my minuets and sms's. What is the issue here?