Kershan Pillay at mtn retention

So friday 4th Feb i called in to follow up on my upgrade done one the 31st Jan. She told me the case was "deferred" and put me through to customer service. We resolved the issue. I called retention again, spoke to a different consultant Emihle. Who told me the upgrade was successful and will be loaded in the next 24hours. Minutes after that call i receive message saying my contract has been cancelled. I call back in, another consultant checks and can pick up that Carmen Mistry was responsible for the cancellation. I call Carmen she blames the system as it was slow and somehow cancelled my contract. First of, i didn't ask her to cancel but upgrade. Now i need this upgrade deal offered by retention. Carmen tells me she escalated the matter to her line manager, Kershan Pillay. I also emailed Kershan on Friday to explain the matter. I have received zero feedback or update. So annoyed that one cancels instead of upgrade and MTN the management does nothing to the fix the error or discipline the wrong at fault. Have been with MTN for 6 years and this is by far the worst