MTN East Rand Mall Service Levels Very Poor

I have app**** for an upgrade on my mobile contract which I have had since 2013. I have never defaulted on a debit order either, which I assume will count as a good repeat business contract. I walk into MTN East Rand Mall with all the required documents and apply for the upgrade. I was told I will have an answer the same day. I stick around the mall as I do live far away only to be told it has not yet been approved. I struggled to get stock of the phone I wanted originally and then at the same time struggle to get service out of a MTN store. I had to call in to get an answer which after threatening to speak to a manager of some sort, which I must add I am holding on currently holding on whilst typing this complaint, was told it has now been approved. I left a message for Danielle to contact me and she didnt, the person whom I spoke to said he cannot assist me as Danielle is the one dealing with my upgrade. My question is, what if Danielle doesnt return to work? Do i start the process again. I am in a service industry, and I find this service that I have received from a MTN store pathetic and unappreciating.