MTN South Africa - ***** SERVICE PROVIDER

I got a contract from MTN last year. First I wasn't told that the phone would be network locked even though it was a high end phone OPPO RENO7, the latest at the time. I only found out that the second sim card was network locked and when I wanted to change the phone I was told to cancel the contract and go through a long process which would have left me without a handset. Long story short, I decided to wait for 12months so I could have it unlocked. To my surprise now, I dialed *135# and it prompted me to request and unlock code, which I received by SMS. Now I don't know how to unlock the phone. I tried calling customer service who told me to go instore. I get in store at Fourways and then I'm told they need to book in the phone but I cannot get a loan device while waiting. My question is why is MTN behaving like this, not giving the full information to the client and acting all *****??? Why make me wait 12 months only to find out it is going to be a hassle to have my phone unlocked? This is not only poor customer service but also dishonest!