Impossible upgrade

I have been trying for more than 3 months to get my upgrade activated. Customer service across the board from the stores, to customer care and especially the complaints department is non-existent.

My wish was to upgrade my current data contract to the MTN Home 220GB contract on the Month to Month plan that was offered in the May & June Yello Trader. I was willing to purchase the router up front in order to get the Month to Month plan.

This is the timeline: 1. I visited MTN store in Midlands Mall KZN on the 22nd May 2022. After attempting for some time to put the upgrade through, I was told that the system was not accepting it. Being a weekend, they could not resolve it then but would take my details and get back to me. I never heard back. 2. I then visited the MTN store in Howick KZN on the 31st May 2022. Again I was told it would not go through on the system. 3. I visited the MTN store in Howick KZN again on the 14th June 2022. This time the upgrade seemed to go through on the system, I paid for and received the router. 4. In the next few days the upgrade did not appear on my MTN app or account. 5. I returned to the store on the 18th June 2022 to enquire after the upgrade. I was told that there was an issue that was being resolved and I should wait for it to come through. 6. I then contacted customer care over email on the 22nd June 2022. My first email received no response. After my second email on the 29th June 2022 I was simply told that the contract hasn't been loaded and I must return to the store. 7. I returned to the store again on the 2nd July 2022. As it was weekend, I waited for over an hour to be served. They informed me that they had tried multiple times to sort out the issue, but had been unable to do so. They advised me that rather than waiting for a resolution, I should return the router, cancel the application and try again. The staff at MTN Howick have been as helpful as they can, but it seems that there are issues with the system that are beyond their control. 8. Since I was obviously unwilling to start the processes over again, I sent a complaint (to ***) on the 4th July 2022. An agent named 'Zanele' responded on the 17th July 2022 to say that the store management had been contacted to assist. I rep**** that the team at the store had tried to help, but they needed assistance escalating the issue. I followed up the complaint on the same email on the 22nd July 2022 after I'd had no response after waiting 3 weeks, but received no reply. 9. I sent a second complaint on the 27th July 2022. This time I specifically requested that the issue be urgently handled by a supervisor or manager. I again received no response. I followed up on the same email on the 16th August 2022. I then received a reply from 'Alice' at a complaints management email address to say that I would be contacted by the upgrades team. I still have not been contacted.

It has now been 3 months since I first tried to do this upgrade, and 9 weeks since I paid for the router. It should be a simple upgrade from a standard plan to one that was advertised.