I requested a contract upgrade on 12 Feb 2026 and received the Subscriber Application Form and Proforma Invoice after the Debi‑Check cleared

I requested a contract upgrade on 12 Feb 2026 and received the Subscriber Application Form and Proforma Invoice after the Debi‑Check cleared. Since then, no action has been taken to finalise my upgrade. On 16 Feb, I called MTN and was told my application was loaded and only the original retentions consultant could complete the final approval. I was told I’d be copied in an email, but I received nothing. On 20 Feb, I called again at 15:15 and was transferred between eight consultants, twice to voicemail, with both calls dropped. Each consultant confirmed only the original agent could finalise the upgrade. At 16:25, Sibusiso said he’d email his colleague and copy me, but he reported his system had frozen and would call back. I received no callback or email. This process has been frustrating and time‑consuming, with no resolution despite my upgrade being visible on MTN’s system.