MTN consultant horrible service

After signing you up and getting the deal, the MTN consultant will give you a horrible service. I spoke to a lady regarding upgrade , i saw the special online and i gave them a call. The deal i saw was for 24 months and she insisted that the deal was for 36 months. She asked me to email her my ID and after that I didn't hear anything from her. I just received an SMS about delivery. I called and complained and she called me using her personal phone because the MTN lines are recorded I dont know what she signed me up for and she doesn't reply to any of my emails anymore. I have her name and surname I'm. I don't know what step to take or if i should involve my lawyer or the ombudsman.