MTN not assisting with ***** committed on my account

Good day. On the 14th august 2020 someone upgraded on my account. I was informed by an cc agent om the 17th august when I called in to upgrade. The next day I went to my mtn store (Riverside vanderbijlpark) to try sort out the ***** committed on my account. A lady named Lebo assisted me. She was awaiting documentation to be emailed from the hub. I waited 2 hours then asked her to call me when it arrives. I called her everyday of that week for updates and there was none. On monday the 24th august I called again and was told that it was her day off. I then called customer care again and spoke to a manager who told me that a ***** claim cannot be submitted until I made an avidavit at the police station and according to records this was asked from labo by the hub. I then went and made the avidavit and decided to take it to the mtn store so that it will be available to Lebo when she gets in on Tuesday. I get to the store and to my horror, there is Lebo at work, the staff at the store had intentionally **** to me that morning, she was obviously avoiding me. Lebo comes running from the back says something to a staff member and then runs out the door, leaving the customer she was busy with confused as to what it going on. I of course tried to question why I was **** to and a white guy that works there stands up and takes the documents from me and says he will call me within 48hrs. Today is the 30th and I still have no info from mtn. On the 27th I tried to call the store all day with no answer. I then called on one of the girls personal phones and she said that the guy will call me later as he is at the bank. Needless to say I didnt get a call. When I phone customer care then they say go to the store, when I go to the store there is no help. I wanted to downgrade my contract to a cheaper contract. Now im stuck paying for an expired device, and the upgrade in question has made my bill even higher. Ive even tried inboxing mtn on facebook with no reply. Mtn is not helping me to get this sorted out, if anyone knows how to get this sorted out please advise