Incredibly bad communication for a communications company.

I have been a customer of MTN for around 16 years, and recently, when the upgrade on my number was getting close to the due date, I started getting upgrade messages and deals. I eventually capitulated when I was offered a R500 Takealot voucher for upgrading (early at extra cost, didn't really want to do this) if I did it online before November 15th, my upgrade was only due for end November. I dutifully filled out the online upgrade, and received a confirmation email from MTN, detailing my purchase. In this email it also stated that the process takes around 3 to 5 business days. Day 3, no further communications from them, besides a cryptic SMS stating I need to get in touch with my agent, no contact details, nothing else. I decided to phone them and find out, as no further instructions were given. After spending the better part of 2 hours on the call, I was told I need to send my ID to them via email. I then told the agent I would go into a branch rather to do this, at this point in a rather irate tone. The agent in question was also unaware of the Takealot voucher, and gave me a number I could dial to find out. I subsequently dialed this number, only to get to the exact same call centre I had just not gotten any help from. I then proceeded to go to my local MTN shop, at N1 City in Cape Town, to be helped by Anthea, who commiserated with the situation, was extremely helpful, and mentioned that their online service was useless, and that she was aware of the Takealot voucher promotion, but it was for online only, and she could only check on the status of my application, email a copy of my ID on their system, and nothing else. I was then phoned my another agent from MTN, who tried to sell me everything that I was not interested in, and when pushed to find out about my pending application, proceeded to tell me that it had been cancelled. Back to the shop I went, to be told that there was no change in the application, and they aren't sure why it's taking so long for the process to complete. Still no Takealot voucher either. After another 3 days of no response from MTN I decide to go ahead and do the upgrade via the shop, as Anthea was extremely efficient and helpful. The end result is that I had the forced upgrade, and am still without the Takealot voucher, without which, I would've waited. Their biometric system is also incredibly unreliable, and there's no apparent override for it, which I find incredibly stupid for the type of company it is. I find MTN's tactics as borderline ******* in pushing endlessly for these upgrades, and then not standing by their promises.