MTN Online - Waste of time

I upgraded online on MTN's website on the 1st of October 2019. I chose a package with a double deal Samsung s10e + A30 on a MadeForMe Small package that war R699.00 a month. I only received an sms the same time saying that my upgrade was successfully submitted and will be processed as soon as possible. I did not receive a reference number to track my upgrade. I tried calling MTN and got to a consultant who could only tell me that she cannot see an upgrade on my number. I mailed customer care and had the same response. It is now 3 days later and I only received a call from a consultant to tell me this deal is no longer available, which I told the consultant I do not want another package as this one was available at time of upgrade on 1st of October 2019. Since the consultant called me I have yet not received any feedback to what is going on with my upgrade.

Why do MTN have an online upgrade system if the response to their clients is worse than standing in a cue at MTN? I will never ever choose to upgrade online again as you don't know what is happening, not even the MTN consultants know.