I cannot believe I have to complain on HP for this!

I am eligible for an upgrade, I have contacted MTN Business on 135 - if I manage to speak to an agent, I am advised that my request will be processed. I have been trying to upgrade since Dec. I have been trying to take out a new contract from early Jan. And why are your contact centre lines so bad - you can barely hear them? I think I need to move to Vodacom.