MTN dropping the ball

I have been struggling since 3 August in an attempt to upgrade my cellphone contract. This after I have been to a store twice to also try to do the upgrade. The assistant promises to make contact to discuss however they do not get back to you. Hence I called the MTN call centre for assistance telephonically. I have been told numerous times there is an existing upgrade request that firstly needs to be cancelled in order to start the upgrade application. Granted the consultant involved has been trying to assist but each time says the request has not been cancelled yet and that is holding up the process. How can the cancellation of a request take 3 weeks? I am in need of a new cell phone and I am really unhappy with the delay.