MTN Pre-order upgrade issues

My contract is due for an upgrade so I pre_ordered the galaxy S21 Ultra from the MTN online store about two weeks ago. I got an SMS confirming my upgrade but then nothing happened. After the phones are already available in stores now I went in and queried the status of my upgrade. Apparently it is "pending". The consultant informed me that nothing has been done on the upgrade and that there is nothing she can do. She gave me a number to phone for assistance but after trying for two days now no one answers. This is ridiculous! How can a system be so broken and it be so difficult to sort out?