MTN Poor Communications and Service

I was notified that my handset was available from 07/12/2019. I confirmed this in store in November. On Saturday 14th I dropped of FICA documents at the retail shop. I was told everything was going to be sorted during the week and I could collect the Upgrade this weekend (22/12/2019). Yesterday I was told that MTN is moving to a system called ILULA and that new upgrades are now done every 21 months so I must come back in January and start the process again. As of last night the MTN website shows the original upgrade date of 07/12/2019. Appalling way to treat customers. Been with them for 20 years.