Incompetence by MTN staff.

On 17 December 2021 I was due to upgrade a cell phone contract, but the phone I wanted was out of stock and I was told that I will be called when stock became available. that never happened and I went to the MTN express store in the Brooklyn mall in Pretoria on 7th January 2022 and found out that they had the phone I wanted. At the same time I wanted to cancel a data contract that I was not using anymore. I took out that contract while waiting for fiber in my area. The consultant then cancelled my cellphone contract and not the the data contract as per my request. From that time until the 20th of January I spent hours on the phone trying to get this matter solved and to reverse the cancellation so I could do the upgrade. I was sent from pillar to post and nowhere I landed help could be found. A lot of the times I was cut off and not called back, a lot of times I was promised a callback because of system problems and that also did not materialise. On the 20th January I managed to speak to a line manager at the cancellation department and managed to get the data contract cancelled, and was put through to the retentions department to get the cellphone contract contract re-instated so I could upgrade. This was one of the promised callbacks that never happened. Today (25 January) I called and provided a reference number provided to me by the line manager I previously spoke to, but the current consultant told me there was no details listed under that reference number and closed the enquiry while I was on the phone with her. She could not help me and wanted me to call the sales department where I learned that the cancellation of the wrong contract was still pending and therefor I could not upgrade. This whole mess started on 17 December 2021 and MTN is not able to fix their mistake or help me in any way. I stopped writing down names because it felt like I have talked to everybody at MTN and I could not get hold of the same person again. Instead I got answers to the effect that that person does not work for MTN. Every time I called I got an SMS with a reference number saying that my enquiry has been opened and by the end of the call without getting help, I got an SMS saying that the case was closed. I have never experienced such incompetence by such a lot of people working for the same company. Nobody seemed to know what to do, give assistance or get the correct person on the line to fix their mistakes. The cellphone number in question *** and my cellphone number ***