MTN INCOMPETENCE

I upgraded my contract online on the 03/03/24, nothing happened. No communication no nothing. I went to their social media page to complain,they gave me an 031 number to call and enquire. I then spoke to a lady called Hagashni Naidoo on the 06/03/24,she assisted me and told me the contract was approved and should be delivered soon. Why is there no communication and why is taking so long to upgrade a mere contract online. I have cancelled one contract with MTN for their poor service. It seems like I am going to cancel the upgrade and the whole contract as a matter of urgency