Mtn - service level and upgrade mess up

I upgraded my contract online through MTN website and took the option of double deal which included Samsung S10 & S10e. Mtn contacted me 2 days later and the person who spoke to me was Lalisha ragunanthan she explained to me about the contract and stated that phone will be delivered in 7 days and have to provide my passport and permit proof while the phone gets delivered. I explained the consultant that my passport was submitted to DHA and Cannot afford to show or provide as proof during delivery, an exception was made and stated to provide certified copy of the passport and the upgrade was completed. The phones were sent to DSV for delivery and when they contacted me for delivery they did not agree towards submission of certified passport copy and stated there is no exception indicated by MTN for my delivery. It took me 5 days to get in touch with the consultant (Lalisha) during when I was transferred from one department to the other within MTN which resulted in lot of stress, on the 7th day finally the consultant contacted me and stated the mistake made from her end in terms of accepting the certified copy and my contract cannot move forward or upgraded. It was though heart breaking I understood that the fault was from my end (by not having original passport in hand) and accepted the reason and advised to cancel the upgrade and stated will go to stores and upgrade once I receive my passport back. All this incident occurred from 21st of July’19 to 1st of August’19 and today is 31st of August when I went to MTN store to upgrade my contract I got a shock that I am already upgraded and cannot proceed with upgrade now. This was really shocking for me after all I went through and ending up paying for an upgraded contract when I dint even receive the products.

1) the person or consultant has been very irresponsible in my case and need some sort of action 2 I need mtn to cancel my upgrade for which I am paying and also refund the excess that was paid

The service level from mtn has been extremely poor from their side though I have been a loyal customer for the past 4 yrs

Hope this would be shared and some sort of actions will be taken