MTN online survive *******

I was phoned on 19 Aug to do an upgrade on my contract. I accepted the upgrade via the MTN online provider. My husband was also due. We both accepted the same package. Today 26 Aug my husband received a new sim without any information regarding the sim. And his sim in his phone was blocked. After being on the road for 4 hours we when to the nearest MTN shop. We where informed that my upgrade was cancelled. And his sim is blocked and he must use the new sim. No one called to informed us that my husband need to use the new sim. And I received no communication that my upgrade was not approved and the reason to why not.