MTN - Bad communication and unable to cancel upgrade even when no stock

I am so disappointed in MTN. I have been a customer for many many years. I have multiple contracts with them. One of the contracts are ready for upgrade. It was just after New Year. We phoned the contact center, but after going through the whole application process, they told me the phone is not in stock. I decided to upgrade online instead and chose a phone that was in stock. No-one phoned me after the online upgrade, I got messages that everything was approved, but no phone arrived. After a couple of days and many calls as it is really hard to get hold of the online call center - was told that this phone also wasn't in stock. They can't tell me when it will be in stock. The next day we went to our closest MTN store. They had a phone and package that suits us, but they couldn't upgrade us, as the online upgrade was still in progress. They said they will sort out the cancelation of that upgrade the next day, as they need to get hold of the agent. Then they will process the one we want. It has been a week and a half. They are unable to get hold of that person. No emails are being responded to. Why can no-one cancel the upgrade. In the mean time the store we went to had to give out the phone we wanted, which is also now having a stock problem. MTN....please sort this out. Cancel the online upgrade so I can do it myself at a store.