MTN shop can not load advertised deal

I am due for upgrade, and MTN inundated me with calls and SMS's. I went to the store at the K90 centre, Boksburg, and selected a deal as advertised. However, the store can not load the deal. Employees have advised that they have escalated, asked and tried, and it is still not on the system. This has been going on since the beginning of the month. Can MTN please assist with this.