MTN Poor customer service.

I am a customer for MTN for about 15 years with an account of R4500 per month, and the way I am treated as a customer is not okay. I have a number that is due for an upgrade, an agent phoned me about 2 weeks ago, doing the entire upgrade process over the phone, the agent informed me that everything is fine and dsv will phone me for the delivery. a couple of days past and another agent phone me and told me i am due for an upgrade, my upgrade was never processed. Did the entire process again when i was told the watch i requested with the phone is not available anymore, the agent insured me that she will keep me updated, another week went by, and numerous WhatsApp's send. received a call from the same agent again and I was told she secured a watch and I need to send a copy of my id and delivery via email which I did. 4 days later still no answers or calls to verify my upgrade.

I will cancel all my contracts with mtn on the required dates and move to a service provider.