Impossible to cancel or upgrade a contract with MTN

I attempted to upgrade my contract at an MTN store yesterday and was told this could not be done because an order was open on my account. This was an order that one month ago I placed while trying to upgrade online and then proceeded to call MTN to cancel because there was no stock of the phone I wanted.

It took me 3 hours to get through to the retentions department and once I finally did, no one could help me because "someone" else opened the order.

I could not speak to a supervisor because they are all very busy and no one can remove this so called open order on my account, the retentions team would have to send a request to a different department which would take up to 72 hours to process.

I never received any confirmation that a new contract had been processed on my account and as per the status of the order, it was noted as "shipped to customer" - I never physically received anything from MTN either. How is it possible that an order is just left open with not approval or confirmation from a client?? ' Additionally when asking to cancel my contract apparently I'm not allowed to give advance notice and must just "let them know on the day" - No one ever answers the phones in the retentions department so how would i even "let them know"

MTN has gone from bad to worse and the service is definitely not worth the cost