Impossible to Upgrade

It seems impossible to upgrade on MTN. First our limit was too low to upgrade both out lines, even though we do not miss MTN payments. Wr decided to walk away and not upgrade at all, as we wouldn't even be able to get proper handsets with the given new limit. Our current contracts are the same as the new ones we requested. We let it go for years, until they contacted us again in May this year. I asked the lady to see what she can do for us. We received an sms to say we are conditionally approved, and a call to say our handsets will be delivered in the week. (Two weeks ago) When trying to call the Durban number they contacted us from, it simply does not ring. I got hold of a lady in Pretoria, who is willing to assist us, but she is unable to load the application, due to the Durban Upgrades department's application that is still just pending. No one can assist us to remove it, I am unable to upgrade online, it only says there is an open application on the line.. The people who contacted us should be ashamed, not only did they promise the handsets will be delivered, they didn't even finish the application, and also blocked all the willing MTN staff from assisting us any further..