Mtn bad servo e

I have logged a complain with MTN when we just came out our first bit of covid 19 restriction. They said upgrade was done on my account I never made I have to do afivadit and take it to the store I did so. And constantly following up. Now they want to tell me the case is close I must restart the whole process again and with Covid most police station in my are closed because of covid and I am not willing to risk my life for this but I feel why should I pay for something I don't have and never received. My cellphone contract was upgraded jn Feb 2020 while I was un employed. And iPhone was take on this package and I have a hawaei P30 for more than 2 years now. Whta can I do if MTN not prepare to assist