How disappointing is this company MTN!!!!!!!!!!

Its so fast to get an upgrade from MTN they don't even inform you of the specs they don't offer with the phone. Now that I just want to cancel the upgrade that was done (I returned the device not even 24 hours after I received it), they transfer me to all the wrong departments and when I am finally to the correct department they have all these different excuses. I dont see why I need to speak to everyone and then the person that did the upgrade needs to do the cancelation. I requested to speak to the manager as I want to complain about the fact that I have been transferred to every department but nobody will assist me. When the person on the phone transfers me the line drops (the number dialed is incorrect) what doea that say about MTN.