Horrible upgrade experience without communication or completion

I have been trying to upgrade my contract but MTN does not make it easy to actually put the upgrade in place and give me my phone. According to them I am upgraded yet my account does not reflect this and I am still waiting for my phone to be delivered... So am I really upgraded?

I understand it can take a while to get my phone but it has been weeks with my messages being ignored, no updates on my phone delivery and no way of getting in contact with the team handling the upgrade other than the whatsapp line that is blatantly ignored...

Would it not have been easier for me to go in to a branch and get my upgrade that way? Because this system sucks