Mtn bad service or lack of service

To whom it may concern what is customer service my sister wanted to upgrade and mtn contract she went to Kenilworth center mtn on Saturday the 19. 12.2021 and she was declined. She then went to blue route mtn and she was declined as the systems was off line at the time she went home and got and sms your are not successful then 10 mins later you are successful she wasn't phone or contacted by the consultant and we tried numerous times to phone the store with no joy she decided to go yesterday the 23.12.2021 to Kenilworth as it's closer to her she spoke to a Kelly who said then can't help her as the it was processed in blueroute and they can't help her and she asked Kelly if she can phone the other mtn store to ask then about the contract as she can't take taxi up and down and she said no they can't phone the customer must phone themself. I phoned to the store wanted to complain about the service and spoke to Kelly and asked why didn't they phone I was told u can Google the number and phone they are not allowed to phone or they don't phone the customers them self must phone the other store to the manage sherly or cherelee and I tried to bring my point across about the service and and don't people offer the service about making the customer and I mean it's the the same store it's mtn to mtn this is not service as I work in a retail store and we don't treat our customers like that at the end Tha manager still didn't see my point its not about me getting the number it's about going the extra mile and phone the other store for your customer my sister then went to blueroute waited long only to be told the consultant that was busy with her is sick and they can't help her she must wait till he come back no one can work on his system I work in retail in cell phones and the manager can over ride the system so no we waiting again please help mtn service is really the worst ever unhappy customer if the mangers cant help and turn customers away who can assist