MTN : Migraine transfer network

Months ago I was sent an email on 19 October 2023 that my device was due for upgrade. I went to the store at pavilion on 27th October and was told I would not qualify because of debt review. Within the last two weeks, I have been on the phone twice with an mtn representative who assured me that my contract upgrade was successful and that the debt review would not be a problem. After two weeks, I called in today to find out my upgrade was canceled without anybody notifying me of anything. This lack of communication is actually laughable for such a large company. Now I don't know if I am or am not getting a phone, what my bill will be, any of that.