MTN - staff not trained on products and systems

We app**** for a cell upgrade on business line at clearwater branch . The branch next to food court . This is the second time we did the upgrade so the process two months apart should be well known . Here we are month later and systems don't talk , staff don't know product and the upgrade still in limbo . I am sure we will be billed for this . The hold up excuses are endless and all we ask is do what needed to get product working so we pay for what we used .