MTN service is bad

Hi I thought being a loyal customer for MTN will mean something, I have been having a contract with them for 12 months then instead of canceling I opted to upgrade,my upgrade is still on Pending since 08July 2021 its a month now.. I don’t know what’s going on.. I called again I wanted to cancel the contract the lady said oh I will go get the lady who was assisting u then I was on hold for 3 minutes then the call hang up.. because I can’t keep paying R203 every month for a SIM card the phone already belongs to me .. I called again guess what they told me the same story the person who was assisting me is the only one who can help me .i asked to speak to her the gentlemen said he can’t see who was assisting me.. I was surprised because all the people who I called where able to see her name . I don’t know what to do anymore because even when they send the lady an email to call me she doesn’t.. I called again this is the 10th person i have spoken to about this but nothing is been done ..they even cc her supervisor.. I asked to speak to their supervisor at some point but due to covid rules no one is allowed to use any ones equipment or system so they couldn’t come to the phone..i asked if they can transfer the call.. they don’t have an option to do..then they took down my details for the supervisor to call me till today nothing.. it would help to get clarity of what’s going on..then I went to the store they couldn’t help as well.. the same story