Lack of assistance

I have been trying for more than a month to sort out an upgrade with MTN but have been given the run around with lots of promises that have not resolved anything I am yet to receive any feedback whatsoever as to why I cant upgrade. On 30 August 2023 I was contacted by one of their agents (telephonically) who asked me to send certain documents & promised that the upgrade would be done as soon as MTN received these documents (proof of address, ID & SAFPS Certificate) On 08 September 2023 after numerous emails I got sent a reference number (Reference number: c915b1e5-e98a-4ce8-ac25-f7417a07fbdb) but I am still waiting for someone to contact me. MTN`s policy is that they will try to make contact with a complainant within 24 hours & needless to say (a week later) I am still waiting after having received the reference number

Kind regards

Jerome Koeries