LACK OF SERVICE AS USUAL

I RECEIVED A SMS THAT I AM DUE FOR AN UPGRADE. I THEN WENT TO MTN ONLINE & CONFIRMED THIS. I WENT TO MTN ROSEBANK TO GET THE UPGRADE & TO BE INFORMED IT DOES NOT SHOW I AM DUE FOR AN UPGRADE ON THEIR SYSTEM. I QUERIED WHY COULD NOT GET AN ANSWER. I THEN EXPLAINED THAT MY PHONE IS BROKEN & ASKED IF WE CAN PLEASE DO A PREMATURE UPGRADE TO BE TOLD THAT I NEED TO PHONE 808? I CAN'T PHONE WITHOUT A PHONE! I ASKED TO DO IT INSTORE & SPOKE TO THE MOST UNHELPFUL PERSON WHO SAID I NEED TO EMAIL RETENTIONS & REQUEST THIS & GET A RESPONSE BETWEEN 5-10 WORKING DAYS. IN 12 HOURS I CAN HAVE A NEW CONTRACT WITH VODACOM WITH LESS HASSLES THAN I HAVE EXPERIENCED FROM MTN GIVE NOTICE ON MY CURRENT CONTRACT WHICH WILL BE UP IN 4 MONTHS. I ASKED TO SPEAK TO A SUPERVISOR & HAD HUFFING &PUFFING IN MY EAR ABOUT IT. I GO THROUGH TO SOMEONE ELSE TO BE ADVISED THAT SUPERVISORS DON'T SPEAK TO CUSTOMERS THEY ONLY SPEAK TO MTN CONSULTANTS & THUS HAD TO RELAY THE STORY TO THE CONSULTANT TO SPEAK TO THE SUPERVISOR WHILST EVERYTHING GETS LOST IN TRANSLATION WITH NOTHING RESOLVED. I HAVE NO COMMUNICATION & I CAN'T GET ANY ASSISTANCE FROM MTN. IN LESS THAT 24 HOURS