MTN is useless and frustrating!!!!

My spouse 3 weeks ago has gone to Incredible Connection to do an upgrade on her number.

For the past 3 weeks we have been going back and forth with her upgrade sitting in vetting and INSISTING that there is a document needed for her surname change, we have numerous times advertised the store and MTN that she HAS NOT CHANGED her surname and still uses her ****EN surname, my spouse is a client of MTN for years and this is the first time we are being given the run around for a simple upgrade.

This is putting a sour taste in our mouths and should this matter not be resolved and the upgrade approved we will be forced to take this to the media for incompetency on MTN'S side.

I personally called MTN and my spouse who confirmed that there is no issue with her details on the system,

So what system is Incredible Connection using that it is different to MTN'S.