MTN DO YOU WANT MY UPGRADE OR NOT?

I requested an upgrade to MTN direct, and having advised the consultant that my husband who is the account holder, has bad hearing, we went through all details what was required, etc. I then put my husband on speaker phone while the consultant went through her identification process, and then reading out all T&Cs, I would sometime repeat what she had asked and he agreed to all. This was on 2 July at 15h10, call lasted about 16 minutes. She explained that delivery would take 7-14 days. On 8 July I phoned to ascertain progress, and was told that "there is nothing on the system". How can this be? I sent an email 10 July, outlining the above, and all I received was "as per our business rule your husband as the account should be the one talkong on the phone for recordings as he is the account holder. Going forward you and your husband can visit our MTN store where the upgrade can be done"???? HE DID SPEAK TO THE CONSULTANT, and why must we now go to a store if delivery can be made to my home? I've given times and dates, surely this recording can be found. I find the reply a very much take it or leave it attitude!